Product Support Analyst

About the Role: LogicGate is the leading AI GRC platform for the Enterprise. We are looking for a savvy communicator to join our growing Product Support team. In the role of Support Analyst, you will have a direct impact on the business by guiding, teaching, and empowering our customers. You will build a strong relationship with our product, as your knowledge will be a driving force in the success of our customers, providing assistance to users with varying degrees of technical acumen.

What you'll achieve

• Become an expert at using and troubleshooting the LogicGate RiskCloud platform.
• Provide excellent support to customers by handling inquiries, troubleshooting product-related issues, and advising on product best practices.
• Follow (and help develop) processes that improve our customers' experience.
• Collaborate with Customer Success to resolve customer issues to ensure customer happiness, retention, and adoption.
• Partner with Engineering and Product teams as needed to troubleshoot issues, bugs, or provide customer feature request feedback.

Attributes of a great candidate

• 1+ years experience in the technology industry or a B2B SaaS startup environment preferred.
• Ability to reduce a complex topic to a few simple steps and appreciate seeing customers become more successful because of your help and teaching.
• Quick to learn new technologies and excited to share your passion for technology and software with others.
• Skillful communicator who recognizes the opportunity for every interaction to be a positive one.
• Customer-first mindset, always looking for ways to make processes more customer-friendly.
• Excellent organizational skills with the ability to prioritize, manage, multi-task, and execute projects cross-functionally.
• Experience with key software: Zendesk (or equivalent ticketing), Salesforce (or CRM), Pendo/Tableau (or BI tool), Jira (or PM tool), and Slack/Google Workspace.

Benefits & Compensation

• On-target earnings range: $55,000 - $67,000 USD per year.
• Equity compensation package.
• Comprehensive benefits provided.