Customer Support Analyst

We're hiring a Customer Support Analyst to be the primary point of contact for our customers — owning issues from first report through resolution, keeping customers informed, and knowing when and how to bring in the right internal team.

This role is built for an experienced customer support professional who is ready to step in and contribute from day one.

Day to Day responsibilities

• Own and manage assigned customer tickets, from intake to resolution or escalation — including the judgment calls about which is which.
• Troubleshoot customer-reported issues directly, with urgency, and resolve what you can without waiting on someone else.
• Identify when an issue is beyond your ability to resolve, determine the correct escalation path, and coordinate with Engineering or other internal teams to drive it to resolution.
• Communicate proactively: flag blockers, risks, or workload concerns before they become someone else's problem to discover.
• Turn vague customer enhancement requests into clear, specific acceptance criteria.
• Keep ticket status, notes, ownership, and next steps accurate and current in the service management system — at all times, not just when asked.
• Produce reporting on ticket volume, trends, and performance to give the team visibility into where attention is needed.
• Monitor your queue and prioritize based on customer impact and urgency, not just ticket order.

Experience and Skills Required

• At least 2 years of hands-on experience working tickets in a formal service management system — Jira Service Management, Zendesk, Freshdesk, ServiceNow, or similar.
• A track record of resolving customer issues independently —Experience independently managing customer issues, with clear judgment around when escalation is required
• Strong, professional written and spoken communication, which we'll get to see firsthand through your application, a short writing exercise, and our interview process.
• Direct, on-the-job experience working within agile processes (kanban, backlogs, tickets/stories). Familiarity working within the development, testing, acceptance, and deployment processes with established agile ceremonies.
• Comfort with ambiguity and shifting priorities — Ability to self-manage and prioritize work queue and other demands of the position
• Associate's or Bachelor's degree in a related field, or equivalent professional experience.