Software Support Analyst

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Software Support Analyst in the United States.

This role is a frontline technical support position focused on delivering high-quality assistance to customers using multiple software products across various communication channels. You will play a key role in ensuring users receive timely, accurate, and professional support while resolving product, account, and workflow-related issues. Working in a fast-paced, customer-centric environment, you will troubleshoot common technical problems, document interactions, and escalate complex cases when needed. The position requires strong communication skills, adaptability, and the ability to manage multiple priorities efficiently. You will also contribute to maintaining operational quality by supporting ticket management, knowledge sharing, and continuous improvement initiatives. This is an opportunity to work closely with both customers and internal teams while developing deep product expertise in a dynamic SaaS environment.

In this role, you will be responsible for delivering responsive technical and customer support while ensuring smooth issue resolution and a high-quality user experience. You will manage multiple support channels and contribute to operational excellence across the support function.

• Provide timely support via email, chat, phone, and ticketing systems
• Troubleshoot product, account, and workflow-related issues for customers and internal users
• Accurately document customer interactions, troubleshooting steps, and resolutions
• Manage and prioritize ticket queues to ensure timely resolution and follow-up
• Escalate complex or urgent issues to senior team members when necessary
• Maintain service quality, productivity, and customer satisfaction standards
• Support multiple products and adapt to changing operational priorities
• Continuously build product and system knowledge through training and coaching
• Collaborate with team members to improve processes and share knowledge
• Communicate clearly and professionally with customers, peers, and leadership

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Requirements

The ideal candidate is a detail-oriented, customer-focused professional with strong communication skills and the ability to thrive in a fast-paced technical support environment. You are proactive, adaptable, and eager to learn new systems and tools.

• 1+ year of experience in customer support, technical support, SaaS support, or a related field
• Strong written and verbal communication skills
• Ability to manage multiple priorities in a fast-paced environment
• Quick learner with comfort adapting to new tools and systems
• Strong problem-solving skills and attention to detail
• Customer-first mindset with a professional and reliable approach
• Ability to work effectively both independently and within a team
• Strong organizational skills and ability to manage ticket-based workflows
• Experience in software or SaaS environments is a plus

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Benefits

• Remote-first work environment
• Competitive compensation: $55,000 – $58,900 USD annually
• Comprehensive medical, dental, and vision insurance
• Company-paid life and disability insurance
• 401(k) retirement savings plan
• Paid parental leave
• Flexible vacation policy
• Company-provided work equipment
• Opportunities for internal growth and career development
• Inclusive and supportive work culture