Support Analyst - US (Remote)

Overview

We are looking for a Support Analyst who will be working with us from the United States (remotely). As a Support Analyst at iReckonu, you will play a key role in ensuring the seamless use of our SaaS platform for hospitality clients.

In Short

• Act as a primary point of contact for technical issues via email, chat, and ticketing systems.
• Diagnose and resolve issues related to APIs, integrations, and platform behavior.
• Investigate logs, code snippets, and system behavior to identify root causes.
• Escalate complex issues with well-documented technical requirements to Engineering or Product teams.
• Maintain clear, professional, and timely communication with clients throughout the support lifecycle.
• Analyze API payloads (REST/JSON), logs, and database queries to troubleshoot issues.
• Write clear and concise technical requirement documents for escalations.
• Contribute to internal and external knowledge bases, FAQs, and runbooks.
• Document recurring issues and propose improvements to reduce support load.
• Monitor support KPIs such as ticket resolution time, CSAT, and issue trends.

Requirements

• 4–8 years in a technical support or customer-facing technical role in a SaaS or tech company.
• Experience in the hospitality industry is highly preferred.
• Strong understanding of REST APIs, JSON structures, and integration troubleshooting.
• Ability to read and understand code (e.g., JavaScript, Python, C#, or similar).
• Experience with SQL and relational database structures.
• Experience with tools such as Postman, ZenDesk, Azure DevOps, and monitoring platforms.
• Understanding of cloud-based platforms and modern software architecture.
• Located in the United States, with an intention in working remotely.

Benefits

• Participate in a rotating weekend shift schedule, ensuring 24/7 support coverage for our global clients.
• Mentor junior support analysts and assist in onboarding new team members.
• Work closely with Customer Success, Product, and Engineering teams to ensure client satisfaction.
• Provide structured feedback to internal teams based on recurring issues or customer pain points.
• Assist in preparing reports and insights for internal stakeholders.
• Contribute to continuous improvement initiatives.
• Use monitoring tools to proactively identify and address system anomalies.