Aiwyn

Technical Support Analyst

Aiwyn

full-time

Posted on:

Location Type: Remote

Location: United States

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Tech Stack

ETLSQL

About the role

  • Triage and resolve escalated support tickets from Tier 1, owning issues that require elevated access, deeper investigation, or account-level corrections — including email delivery failures, resolving data discrepancies, translation errors, ETL flow corrections, various bugs across all Aiwyn products, and data export/import issues.
  • Apply a structured pre-escalation checklist mindset: validate that issues have persisted past expected sync windows, verify behavior directly in the Aiwyn UI and database, rule out common expected behaviors, and confirm all relevant data is captured before escalating to Tier 3.
  • Investigate and resolve data integrity issues across Aiwyn and integrated third-party systems, such as incorrect client records, mismatched financial balances, and failed PM system syncs.
  • Serve as the escalation point for Tier 1, providing guidance on triage, documentation, and when to escalate versus resolve.
  • Identify patterns in escalated tickets that may signal systemic bugs or process gaps and communicate findings clearly to the Tier 3 team and engineering.
  • Collaborate with Customers and cross-functional teams including Customer Success, Implementation, and Engineering to coordinate timely resolution of complex customer issues.
  • Contribute to the development and maintenance of internal support documentation, escalation guidelines, and knowledge base articles.
  • Provide clear, empathetic communication to customers throughout the resolution process, setting accurate expectations and following up proactively.

Requirements

  • 2–4 years of experience in technical support, customer support operations, or a related technical role, ideally within a SaaS environment.
  • Solid working knowledge of SQL for querying and investigating data issues.
  • Experience investigating issues across integrated systems, including APIs, data syncs, and third-party platform connections.
  • Strong analytical and problem-solving skills with the ability to distinguish user error, configuration issues, and platform-level bugs.
  • Excellent written and verbal communication skills, with the ability to document findings clearly for both technical and non-technical audiences.
  • Highly organized with the ability to manage and prioritize multiple open investigations simultaneously.
  • Strong data integrity mindset with a commitment to accurate, well-documented ticket records.
Benefits
  • Adventure travel stipend - you receive a $1,000 travel reimbursement on your work anniversary each year. We encourage our team to recharge and explore the world beyond their home office walls.
  • Remote, work-from-anywhere culture
  • Flexible PTO
  • World Class health benefits - we believe in fostering flourishing teams by providing benefits that go beyond the usual standards - Health, vision, dental, HSA/FSA, and mental health support.
  • Stock options - every Full Time Employee has ownership in Aiwyn's future and success.
  • 401(k) matching
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
SQLdata investigationETLAPI integrationdata syncdata exportdata importbug resolutionticket managementtechnical support
Soft Skills
analytical skillsproblem-solvingcommunication skillsorganizational skillsempathetic communicationdocumentationcollaborationprioritizationattention to detailcustomer service