Technical Support Analyst

Location: US - Remote

Department: Customer Support

Role Overview

Sureify is looking for an organized, curious Technical Support Analyst to join our Client Support Services team. This role is for someone who wants to be at the intersection of client support, technical investigation, and operations.

In todays evolving tech landscape, the most effective support professionals are multi-disciplinary — capable of bridging client business flows and internal technical execution. Your primary mission is to ensure that issues raised in multi-vendor environments are clearly understood, documented, and routed to the right teams. You are the technical translator who makes sure nothing is lost between what the client describes and what our engineers need to act on to resolve the issue.

Key Responsibilities

• Multi-Vendor Triage & Translation: Participate in triage calls involving clients and 3rd-party vendors. Analyze reported issues and determine if the reported issue falls within Sureify systems or an external partner and direct the resolution path accordingly. 
• Investigation and Analysis: Go beyond note-taking by performing initial investigation of issues by querying data and reviewing logs. Youll use SQL (or similar tools) to pull information from databases, and add technical context to your tickets.
• Ticket Creation: Translate client discussions into clear, actionable internal tickets for both Project/Development and Production/Support.
• Global Coordination: Facilitate hand-offs with our India-based engineering teams, including occasional early-morning syncs to align overnight progress with US client priorities.
• Internal Documentation Management: Design and structure our Professional Services Confluence sites. This includes organizing the site structure, maintaining page content, and keeping our internal source of truth accurate and easy to navigate. 
• Client Satisfaction: Own the end-to-end process for customer satisfaction surveys and feedback loops. This includes facilitating surveys, analyzing response data, and presenting actionable insights to leadership to improve our service delivery.

Customer Operations: Take ownership of customer operations projects, such as support portals - gathering requirements, defining scope and delivering solutions to internal teams for ongoing operations.

Qualifications & Requirements

• Experience: 2+ years of experience in technical support, IT operations, coordination, or a data-adjacent role.
• Technical Foundation (Required): A working understanding of how web applications and APIs work, and the ability to do basic troubleshooting (reading logs, inspecting API responses, recognizing common error patterns).
• Querying Skills: Hands-on exposure to SQL is required. Familiarity with JQL (Jira) and NRQL (New Relic) is a plus — if you havent used them, you should be comfortable picking them up quickly.
• AI-Augmented Workflow (Required): You should be a regular, proficient user of AI tools in your day-to-day work. We treat AI as a force multiplier for accuracy, speed, and technical depth, and we expect everyone on the team to do the same.
• Education: Bachelors degree in Information Systems, Computer Science, Business, or a related field — or equivalent practical experience.
• Location & Hours: Must be based in US Eastern or Central Time. Your standard day will overlap with Pacific Time client meetings, and youll occasionally take early-morning calls (roughly 7–8 AM ET) to sync with our India team during their evening hours. As with most support teams, there may be occasional shift adjustments to cover critical production needs, but this is not a 24x7 on-call role.
• Mindset: Proactive, organized, and analytical. You take ownership of follow-ups, close the loop after meetings, and exercise good judgment about when to escalate versus dig deeper yourself.
• Communication: Clear written and verbal communication — youll be the bridge between clients, vendors, and engineers, so being concise and precise matters.