Technical Support Analyst

Benefits

Parental leave

Not verified

Non-birth-parent leave

Not verified

Family-building benefits

• Fertility benefits: Not verified
• Adoption assistance: Not verified
• Surrogacy assistance: Not verified

Mental health support

Not verified

Relocation assistance

Not verified

Childcare support

Not verified

Learning budget

Not verified

Verification

Not verified

Salary

$70K-$80K From the posting source

401(k) match

Not verified

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Market context

U.S. role benchmark (BLS OEWS)

$78,856 U.S. median for this role

Projected growth (BLS Employment Projections)

+0.8% - Slower

5% below the BLS role benchmark for customer success aggregate.

Matched to SOC 11-1021 - Customer Success aggregate by role bucket.

Source: U.S. Bureau of Labor Statistics, OEWS, May 2024 and Employment Projections, 2024-2034.

Role

Role function

Customer Success From the posting source

Seniority

Mid From the posting source

Schedule

Shift type

Not verified

Weekend work

Not verified

Company

Equity

Offered From the posting source

Application

Cover letter

Not verified

Assessment

Not verified

Deadline

Not stated

Where they hire

State eligibility is not yet verified.

About this role

Technical Support Analyst Anywhere in the United States Our growing Support Team is looking for a Technical Support Analyst who thrives in an AI-augmented environment. You will leverage intelligent tools for ticket triage, trend detection, and knowledge management, freeing you to focus on complex troubleshooting, customer relationships, and continuous improvement of our AI-assisted workflows. What You'll Do Evaluate and troubleshoot client issues Set clear expectations and provide timely, meaningful updates on active issues Demonstrate strong case ownership from intake through resolution Coordinate phone calls, emails, and meetings to support our customers Participate in release-verification tasks Meet contractual Service Level Agreements (SLAs) for first response and ticket resolution Troubleshoot both web and mobile application issues that may arise Identify ticket trends, and proactively address potential issues Act as the voice of the customer by capturing business impact Your First 90 Days In your First 30 Days Learn our product features and how we support our customers Become proficient with Unanet's ticketing system and common resolutions Familiarize self with current support knowledge and AI tools Enroll in and complete Unanet product training In your First 60 Days Begin owning customer support requests Provide AI-assisted responses to common, recurring customer issues Escalate effectively with clear technical context, business impact, and urgency Route tickets for other groups and update customers on progress Meet contractual Service Level Agreements (SLAs) for first response and ticket resolution In your First 90 Days Begin showing greater autonomy and discretion with owned tickets Leverage your team as needed on

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