Analyst I, Mission Control
DailyPay
Salary
💰 CA$46,300 - CA$57,900 per year
Job Level
JuniorMid-Level
About the role
- Resolve complex product or service issues escalated from client-facing teams (Tier 2 troubleshooting)
- Stay current on product updates, training, and technical knowledge
- Investigate issues using internal tools to identify root causes
- Ensure accurate internal tagging and documentation to highlight support trends for the product team
- Communicate and escalate emerging issues to Engineering (SRE) and Product teams via approved channels
- Provide feedback to Support Specialists and Team Leads on tickets that could have been handled at Tier 1
- Monitor Slack channels to ensure no technical support question goes unanswered
- Promote new products and offerings where relevant to meet client needs
- Contribute to team customer satisfaction metrics, maintaining SLA-aligned feedback levels
- Handle frontline support via live chat, callbacks, and email to cover scheduling gaps or volume spikes
- Serve as a mentor, trainer, or technical coach to support team members
- Participate in strategic projects and initiatives within the Support team
- Act as point of contact and become the expert on troubleshooting support tools in absence of Technical Team Lead
- Identify opportunities for process and product improvements and provide actionable recommendations to leadership
- Document technical support processes and troubleshooting guides in Guru
- Support improvements to Certn Help public documentation with Knowledge Management stakeholders
- Assist in coordinating tooling changes (Zendesk, Assembled, ADA, Guru) and report critical operational issues
- Provide leadership and guidance to the Support team, ensuring operational efficiency and effective issue resolution
Requirements
- Exceptional written and verbal business English
- Minimum of 2 years of experience in technical support, customer service, or fast-paced SaaS/technology-driven environments
- Hands-on experience with CRMs, ticketing tools (e.g., Zendesk, Jira, Atlassian products), and other common SaaS support platforms
- Strong technical troubleshooting skills, with the ability to diagnose, analyze, and resolve complex issues efficiently
- Proven problem-solving ability, including working with incomplete information to identify root causes and recommend solutions
- Excellent time management skills, able to prioritize tasks and manage multiple cases while meeting SLAs
- Collaborative mindset, experienced in working with cross-functional teams including product, engineering, and operations
- Detail-oriented, with a track record of accurate documentation of troubleshooting steps, resolutions, and trends
- Adaptable and quick to learn new tools, technologies, and processes
- Experience handling customer inquiries via phone, email, and live chat
- Ability to escalate and track critical issues effectively, ensuring timely resolution and customer satisfaction
- Proactive and hands-on, with a strong work ethic and willingness to “roll up sleeves” to get the job done
- Located in and legally authorized to work in Canada (application form question)
- Able to work Monday to Friday, 7:50 AM – 4:20 PM EST and start on October 27, 2025 (application form questions)
