Associate Support Enablement Analyst (SaaS)

TL;DR

Associate Support Enablement Analyst (SaaS): Providing technical support and resolving platform issues for a global customer base with an accent on technical troubleshooting and SLA management. Focus on diagnosing complex technical issues, collaborating across L1-L3 support tiers, and documenting technical solutions.

Location: Remote (Must be based in the USA)

Salary: $55,000–$60,000 USD

Company

AI-powered retention engine and customer success platform that orchestrates the customer journey from onboarding to advocacy.

What you will do

• Provide technical support to customers via phone and email through a ticketing system.
• Diagnose and troubleshoot technical issues and escalate to internal teams when necessary.
• Document customer interactions and conduct extensive research on technical problems.
• Manage customer expectations and serve as a liaison between clients and internal departments.
• Partner with L1, L2, and L3 Support organizations to meet SLA response and resolution targets.
• Remain current with product updates and collaborate on various strategic projects.

Requirements

• Bachelor’s Degree in Computer Science or 2-3 years of related technical experience.
• Must be based in the USA.
• Excellent written and verbal communication skills required to explain technical concepts.
• Strong problem-solving, multitasking, and troubleshooting skills.

Nice to have

• Experience with Salesforce Apps and Web applications.
• Proficiency with SQL or equivalent.
• Understanding of relational database architecture.

Culture & Benefits

• Comprehensive benefits package including fully covered medical premiums (employee-only), dental, and vision coverage.
• Flexible PTO and dedicated Recharge Holidays (one long weekend each quarter).
• 401(k) plan and a $10,000 lifetime fertility stipend.
• Access to coworking spaces around the globe.
• Human-first culture focused on collaboration, curiosity, and professional growth.