Technical Support Analyst

Summary

Sureify is looking for an organized, curious Technical Support Analyst to join our Client Support Services team. The primary mission of this role is to ensure that issues raised in multi-vendor environments are clearly understood, documented, and routed to the right teams, acting as a technical translator between clients and engineers.

Responsibilities

• Multi-Vendor Triage & Translation: Participate in triage calls involving clients and 3rd-party vendors. Analyze reported issues and determine if the reported issue falls within Sureify systems or an external partner and direct the resolution path accordingly
• Investigation and Analysis: Go beyond note-taking by performing initial investigation of issues by querying data and reviewing logs. You'll use SQL (or similar tools) to pull information from databases, and add technical context to your tickets
• Ticket Creation: Translate client discussions into clear, actionable internal tickets for both Project/Development and Production/Support
• Global Coordination: Facilitate hand-offs with our India-based engineering teams, including occasional early-morning syncs to align overnight progress with US client priorities
• Internal Documentation Management: Design and structure our Professional Services Confluence sites. This includes organizing the site structure, maintaining page content, and keeping our internal "source of truth" accurate and easy to navigate
• Client Satisfaction: Own the end-to-end process for customer satisfaction surveys and feedback loops. This includes facilitating surveys, analyzing response data, and presenting actionable insights to leadership to improve our service delivery
• Customer Operations: Take ownership of customer operations projects, such as support portals - gathering requirements, defining scope and delivering solutions to internal teams for ongoing operations

Skills

• 2+ years of experience in technical support, IT operations, coordination, or a data-adjacent role
• A working understanding of how web applications and APIs work, and the ability to do basic troubleshooting (reading logs, inspecting API responses, recognizing common error patterns)
• Hands-on exposure to SQL is required
• You should be a regular, proficient user of AI tools in your day-to-day work
• Bachelor's degree in Information Systems, Computer Science, Business, or a related field — or equivalent practical experience
• Must be based in US Eastern or Central Time
• Proactive, organized, and analytical
• Clear written and verbal communication
• Familiarity with JQL (Jira) and NRQL (New Relic) is a plus — if you haven't used them, you should be comfortable picking them up quickly

Qualifications

Must Haves

• 2+ years of experience in technical support, IT operations, coordination, or a data-adjacent role
• A working understanding of how web applications and APIs work, and the ability to do basic troubleshooting (reading logs, inspecting API responses, recognizing common error patterns)
• Hands-on exposure to SQL is required
• You should be a regular, proficient user of AI tools in your day-to-day work
• Bachelor's degree in Information Systems, Computer Science, Business, or a related field — or equivalent practical experience
• Must be based in US Eastern or Central Time
• Proactive, organized, and analytical
• Clear written and verbal communication

Nice to Haves

• Familiarity with JQL (Jira) and NRQL (New Relic) is a plus — if you haven't used them, you should be comfortable picking them up quickly