Technical Support Analyst

Role Purpose

The Support Analyst is responsible for providing first-line technical and operational support across internal systems and partner-facing platforms. This role ensures that issues are triaged, investigated, documented, and resolved efficiently while maintaining a strong service-oriented mindset.

The Support Analyst acts as a bridge between end users and the development team, ensuring that problems are clearly articulated, reproducible, and resolved in a timely manner.

Core Responsibilities

Issue Triage & Resolution

• Monitor and respond to incoming support tickets.
• Troubleshoot system, data, and user-related issues.
• Reproduce reported bugs and document findings clearly.
• Resolve straightforward issues independently and escalate complex ones appropriately.

Communication

• Serve as a professional point of contact for internal teams and/or partners.
• Provide timely updates on ticket status and expected timelines.
• Translate technical explanations into clear, business-friendly language.

Testing & Validation

• Assist in testing new features and enhancements prior to release.
• Validate fixes and confirm issue resolution before closing tickets.
• Provide structured feedback to developers.

Documentation

• Maintain detailed ticket records and troubleshooting notes.
• Contribute to internal knowledge base documentation.
• Help identify recurring issues and recommend process improvements.

Qualifications

• 2-4 years of experience in technical support, operations support, or application support.
• Strong troubleshooting and analytical skills.
• Familiarity with ticketing systems (e.g., Freshdesk).
• Ability to work independently while knowing when to elevate.
• Clear written and verbal communication skills.

What Success Looks Like

• Tickets are handled promptly and accurately.
• Issues are well-documented and reproducible.
• Developers receive clear information to resolve bugs efficiently.
• Users feel informed and supported.

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