Technical Support Analyst T3 - Remote

Overview

As a Technical Support Analyst, T3, you will be a critical part of the Technical Product Management (TPM) team, managing Tier 3 (T3) support escalations, troubleshooting issues, and collaborating across teams to enhance the customer experience.

In Short

• Manage Tier 3 (T3) escalations from start to resolution.
• Investigate and reproduce reported issues.
• Work closely with the Service team and Engineering.
• Enhance integration of tools like Jira and Intercom.
• Identify patterns in technical issues and recommend solutions.
• Drive ongoing process improvements.
• 1-3 years in technical support or related field.
• Strong troubleshooting and root cause analysis abilities.
• Exceptional written and verbal communication skills.
• Flexible and able to prioritize tasks in a fast-paced environment.

Requirements

• Experience with tools like Jira, Intercom, or similar.
• Highly organized with attention to detail.
• Comfortable learning new tools and technologies.
• Collaborative and thrives in a team environment.

Benefits

• Remote, full-time (40h/week).
• No-end-date, independent contractor agreement.
• Payment in USD, biweekly or monthly - your choice.