Technical Support Analyst - Remote

Overview

We are looking for a technical, detail-oriented, strategic new team member to join our Support Team. We need someone who’s comfortable working in a complex and ambiguous environment with excellent organization and communication skills. You’ll own customer issues directly, and collaborate internally to increase Coursedog’s ability to fix issues quickly and effectively.

In Short

• Assist users through our ticketing app (Freshdesk) by providing clear instructions, guidance and solutions to technical problems.
• Investigate and analyze tickets by asking probing and root cause analysis questions.
• Work closely with Product, Engineering, Customer Success and User Education to resolve complex technical issues.
• Prioritize tickets and manage time efficiently.
• Document issues with screenshots and clear, concise notes.
• Communicate product configuration updates and defect fixes after verification in QA/Staging.

Requirements

• 2-5+ years providing technical support for an enterprise SaaS organization.
• Strong understanding of client/server technology, SSO, JSON, AWS.
• General experience troubleshooting where data is synchronized across multiple systems.
• Excellent analytical, problem-solving, and communication skills.
• Customer-facing experience.
• Ability to work 8:30 AM to 5:30 PM CST.

Benefits

• We pay 99% of your medical, dental, and vision coverage.
• We offer a 401k plan on day one of your employment.
• Our Paid Time Off policy has no annual limit.
• We value flexible working hours over set hours.
• Every employee on our team gets a meaningful equity allocation.
• We offer up to 12 weeks of paid parental leave.