Technical Support Analyst - Remote

Overview

As a Technical Support Analyst at Solidus Labs, you will play a crucial role in supporting our institutional customers by analyzing and resolving issues related to our SaaS solution, ensuring a high level of customer satisfaction.

In Short

• Respond to customer inquiries professionally and promptly.
• Analyze and troubleshoot customer-reported issues effectively.
• Collaborate with R&D, Product, and Customer Success teams.
• Become a power user of the system and stay updated on functionality releases.
• Author and maintain customer-facing knowledge articles.
• Work collaboratively with team members to improve support operations.

Requirements

• 3+ years of technical customer support experience in a SaaS environment.
• Strong analytical and troubleshooting skills in REST API, AWS, Databases/SQL.
• Excellent verbal and written communication skills.
• Able to work independently and collaboratively in a fast-paced environment.
• Familiarity with financial systems and processes is a plus.
• Hands-on experience with Jira or Zendesk is advantageous.
• Familiarity with Agile methodology is preferred.
• Flexible to cover non-standard work hours when necessary.

Benefits

• Equity and unlimited PTO.
• $0 monthly health insurance premiums for employees and their families.
• Generous 401K match program.
• Perks like ClassPass, One Medical, and Talkspace subscriptions.