Technical Support Analyst
About the Role
You will analyze and resolve customer-reported issues in a SaaS environment, communicating directly with customers and internal teams. You will troubleshoot REST APIs, AWS, databases/SQL, authentication methods (HMAC, MFA) and interpret logs to identify root causes. You will escalate reproducible defects to R&D with clear priorities and steps, track resolutions end-to-end with Product and Customer Success, become a power user of the system, and author customer-facing knowledge articles. You will sometimes cover non-standard hours for high-priority incidents and work both independently and collaboratively to maintain high support standards.
Requirements
- 3+ years of technical customer support experience in a SaaS company
- Strong technical orientation with analytical and troubleshooting skills in REST API, AWS, Database/SQL, authentication (HMAC, MFA) and log interpretation
- Excellent verbal and written communication skills for technical and non-technical audiences
- Ability to collaborate in a team and work independently in a fast-paced industry
- Familiarity with financial systems/processes such as orders, executions, regulations and the FIX standard is a plus
- Hands-on experience with Jira, Zendesk or equivalent is a plus
- Familiarity with Agile methodology
- Flexible to occasionally cover non-standard work hours for high priority issues
Responsibilities
- Respond to customer inquiries promptly and professionally
- Analyze and troubleshoot SaaS issues and report software defects with reproducible steps
- Collaborate with R&D, Product, and Customer Success to track solutions end-to-end
- Maintain expertise as a system power user and stay current with releases
- Create and maintain customer-facing knowledge articles
- Contribute to support operational processes