Technical Support Analyst

CloudShare

Technical Support Analyst resolving technical issues and providing assistance for CloudShare's SaaS platform. Collaborating with teams to enhance customer experience and platform value.

Posted 6/3/2026full-timeDenver • Colorado • 🇺🇸 United StatesJuniorMid-Level💰 $60,000 per yearWebsite

Tech Stack

Tools & technologies

CloudLinux

About the role

Key responsibilities & impact

Provide technical support to customers via ticketing systems, email, Zoom, and other communication channels.
Troubleshoot, investigate, diagnose, and resolve platform, environment, connectivity, and user-related technical issues.
Take ownership of customer issues and drive them through resolution in a timely, professional, and customer-focused manner.
Collaborate closely with Engineering, Product, Customer Success, and Sales teams to escalate and resolve complex technical cases when needed.
Build strong customer relationships by educating customers on platform capabilities, best practices, and product functionality.
Monitor customer environments and identify recurring issues, trends, and opportunities for improvement.
Maintain accurate documentation of customer interactions, troubleshooting steps, resolutions, and internal knowledge base articles.
Support internal processes and contribute to improving support workflows, tools, and overall customer experience.
Continuously develop technical knowledge and product expertise to stay up to date with platform updates and new features.
Ensure timely communication and updates to customers throughout the support process.

Requirements

What you’ll need

2+ years of experience in Technical Support, Escalation Engineer or a similar customer-facing technical role.
Experience working in a SaaS, cloud, or enterprise software environment — preferred.
Strong troubleshooting and analytical problem-solving skills.
Technical aptitude with the ability to quickly learn new technologies and systems.
Familiarity with Windows and Linux operating systems, networking concepts, and cloud-based environments — advantage.
Ability to prioritize, manage, and escalate customer issues effectively when needed.
Excellent written and verbal communication skills in English, with the ability to clearly explain technical solutions to customers.
Customer-oriented mindset with a proactive, positive, and service-focused approach.
Comfortable working cross-functionally with Customer Success, Product, Engineering, and other internal teams.
Experience working with support/ticketing platforms such as Zendesk, Jira, Salesforce, or similar tools — advantage.
Highly organized, detail-oriented, and able to work effectively in a fast-paced environment.

Benefits

Comp & perks

Medical, Dental, Vision benefits
401K
Flexible PTO
12 Paid Holidays
Hybrid work (3 days in office) with modern downtown Denver location
Free Parking
Onsite Gym

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

technical supporttroubleshootinganalytical problem-solvingSaaScloud computingWindowsLinuxnetworking conceptsticketing systemscustomer relationship management

Soft Skills

customer-oriented mindsetcommunication skillscollaborationownershipproactive approachorganizational skillsdetail-orientedtime managementservice-focusedcross-functional teamwork