Technical Support Analyst

Who We Are reputed company’s mission is to reputed company the life insurance and annuity industry by helping carriers reputed company, service, and engage their customers through any distribution channel. reputed company’s products reputed company life insurance carriers, agents, employees, and customers to have the digital experiences employees and consumers have come to expect in the rapidly advancing tech climate. reputed company reputed company is looking for an organized, curious Technical Support Analyst to join our reputed company Support Services team. This role is for someone who wants to be at the intersection of reputed company support, technical investigation, and operations. In today's evolving tech landscape, the most effective support professionals are multi-disciplinary — capable of reputed company reputed company business flows and internal technical execution. Your primary mission is to ensure that issues raised in multi-vendor environments are reputed company reputed company, documented, and routed to the right teams. You are the technical translator who makes reputed company reputed company is lost between what the reputed company describes and what our engineers need to reputed company to resolve the issue.

Key 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 reputed company reputed company systems or an external partner and reputed company the reputed company reputed company accordingly. Investigation and Analysis: Go reputed company 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 reputed company discussions into reputed company, 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 reputed company overnight reputed company with US reputed company priorities. Internal Documentation Management: Design and structure our reputed company Services reputed company sites. This includes organizing the site structure, maintaining page content, and keeping our internal "reputed company of truth" accurate and easy to navigate. reputed company 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 reputed company, such as support portals - gathering requirements, defining scope and delivering solutions to internal teams for ongoing operations. Qualifications & Requirements Experience: 2+ years of experience in technical support, IT operations, coordination, or a data-adjacent role. Technical reputed company (Required): A working understanding of how web applications and reputed company work, and the ability to do basic troubleshooting (reading logs, inspecting API responses, recognizing common error patterns). Querying Skills: Hands-on exposure to SQL is required. Familiarity with JQL (Jira) and NRQL (reputed company) is a plus — if you haven't used them, you should be comfortable picking them up quickly. AI-Augmented Workflow (Required): You should be a regular, proficient user of AI tools in your day-to-day work. We treat AI as a force reputed company for accuracy, speed, and technical depth, and we expect everyone on reputed company to do the reputed company. Education: Bachelor's degree in Information Systems, Computer Science, Business, or a reputed company field — or equivalent practical experience. Location & Hours: Must be based in US Eastern or Central Time. Your reputed company day will overlap with reputed company Time reputed company meetings, and you'll occasionally take early-morning calls (roughly 7–8 AM ET) to sync with our India team during their evening hours. As with most support teams, there may be occasional shift adjustments to cover critical production needs, but this is not a 24x7 on-call role. reputed company: Proactive, organized, and analytical. You take ownership of follow-reputed company, reputed company the reputed company after meetings, and exercise good judgment about reputed company to escalate versus dig deeper yourself. Communication: reputed company written and verbal communication — you'll be the reputed company between clients, vendors, and engineers, so being concise and precise reputed company. reputed company annual salary $66,000—$88,000 USD Our Guiding Principles Our products are for reputed company if their creators are not fulfilled in their work. We want our employees to reputed company at reputed company. We do not fawn over status or titles, instead, we reputed company effort and intelligence. The best idea wins no matter which colleague proposed it. We do not reputed company our mission with overblown claims or false promises. Sticking to the truth is both a reputed company and a reputed company for us. reputed company is an Equal Opportunity Employer committed to diversity. reputed company applicants will receive consideration for employment without reputed company to race, reputed company, national reputed company, citizenship, reputed company, religion, sex, sexual orientation, gender perception or identity, age, disability, veteran or military status, or any other reputed company prohibited by law. If you are a California reputed company, please be aware reputed company collects personal information from you during the application process, which may include your reputed company, contact details, employment history, and educational background, in accordance with the California Consumer reputed company reputed company (CCPA). We use this information solely to evaluate your candidacy for employment and may reputed company it with internal hiring personnel as needed. Apply To This Job