Technical Support Analyst

Sureify

Join Sureify as a Technical Support Analyst ensuring effective client support and technical issue resolution through collaboration and investigation. Handling multi-vendor environments while maintaining documentation and client satisfaction.

Posted 5/27/2026full-timeRemote • 🇺🇸 United StatesJuniorMid-Level💰 $66,000 - $88,000 per yearWebsite

Tech Stack

Tools & technologies

GoSQL

About the role

Key responsibilities & impact

Participate in triage calls involving clients and 3rd-party vendors. Analyze reported issues and determine if the reported issue falls within Sureify systems or an external partner and direct the resolution path accordingly.
Go beyond 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.
Translate client discussions into clear, actionable internal tickets for both Project/Development and Production/Support.
Facilitate hand-offs with our India-based engineering teams, including occasional early-morning syncs to align overnight progress with US client priorities.
Design and structure our Professional Services Confluence sites. This includes organizing the site structure, maintaining page content, and keeping our internal "source of truth" accurate and easy to navigate.
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.
Take ownership of customer operations projects, such as support portals - gathering requirements, defining scope and delivering solutions to internal teams for ongoing operations.

Requirements

What you’ll need

2+ years of experience in technical support, IT operations, coordination, or a data-adjacent role.
A working understanding of how web applications and APIs work, and the ability to do basic troubleshooting (reading logs, inspecting API responses, recognizing common error patterns).
Hands-on exposure to SQL is required. Familiarity with JQL (Jira) and NRQL (New Relic) is a plus — if you haven't used them, you should be comfortable picking them up quickly.
You should be a regular, proficient user of AI tools in your day-to-day work. We treat AI as a force multiplier for accuracy, speed, and technical depth, and we expect everyone on the team to do the same.
Bachelor's degree in Information Systems, Computer Science, Business, or a related field — or equivalent practical experience.
Must be based in US Eastern or Central Time. Your standard day will overlap with Pacific Time client 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.
Proactive, organized, and analytical. You take ownership of follow-ups, close the loop after meetings, and exercise good judgment about when to escalate versus dig deeper yourself.
Clear written and verbal communication — you'll be the bridge between clients, vendors, and engineers, so being concise and precise matters.

Benefits

Comp & perks

🌐 Worldwide ❌ Jobs You've Hidden ⭐️ Saved Jobs ✅ Applied Jobs ✉️ Email Alerts 👤 Account Sureify Website LinkedIn All Job Openings 201 - 500 employees Founded 2012 💳 Fintech ☁️ SaaS Fintech
Insurance
SaaS Sureify is a technology company specializing in digital solutions for the life insurance and annuity industry. Their modular product suite, known as Lifetime, provides configurable applications for policy acquisition, servicing, and engagement, enhancing the interaction between carriers, agents, and clients. By leveraging a comprehensive data and workflow platform, Sureify empowers users with innovative experiences throughout the policy lifecycle, aiming to improve efficiency and customer satisfaction. Technical Support Analyst Job not on LinkedIn 🔥 0 minutes ago 🇺🇸 United States – Remote 💵 $66k - $88k / year ⏰ Full Time 🟢 Junior 🟡 Mid-level 📞 Support Engineer 🦅 H1B Visa Sponsor SQL Go Apply Now Find Hiring Managers Customize resume + cover letter Report problem ☆ Save ☑️ Mark as applied ❌ Hide 📋 Description
Participate in triage calls involving clients and 3rd-party vendors. Analyze reported issues and determine if the reported issue falls within Sureify systems or an external partner and direct the resolution path accordingly.
Go beyond 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.
Translate client discussions into clear, actionable internal tickets for both Project/Development and Production/Support.
Facilitate hand-offs with our India-based engineering teams, including occasional early-morning syncs to align overnight progress with US client priorities.
Design and structure our Professional Services Confluence sites. This includes organizing the site structure, maintaining page content, and keeping our internal "source of truth" accurate and easy to navigate.
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.
Take ownership of customer operations projects, such as support portals - gathering requirements, defining scope and delivering solutions to internal teams for ongoing operations. 🎯 Requirements
2+ years of experience in technical support, IT operations, coordination, or a data-adjacent role.
A working understanding of how web applications and APIs work, and the ability to do basic troubleshooting (reading logs, inspecting API responses, recognizing common error patterns).
Hands-on exposure to SQL is required. Familiarity with JQL (Jira) and NRQL (New Relic) is a plus — if you haven't used them, you should be comfortable picking them up quickly.
You should be a regular, proficient user of AI tools in your day-to-day work. We treat AI as a force multiplier for accuracy, speed, and technical depth, and we expect everyone on the team to do the same.
Bachelor's degree in Information Systems, Computer Science, Business, or a related field — or equivalent practical experience.
Must be based in US Eastern or Central Time. Your standard day will overlap with Pacific Time client 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.
Proactive, organized, and analytical. You take ownership of follow-ups, close the loop after meetings, and exercise good judgment about when to escalate versus dig deeper yourself.
Clear written and verbal communication — you'll be the bridge between clients, vendors, and engineers, so being concise and precise matters. Apply Now 📊 Check your resume score for this job Improve your chances of getting an interview by checking your resume score before you apply. Check Resume Score Similar Jobs L1 Technical Support Engineer 🔥 55 minutes ago Abnormal Security 501 - 1000 Website LinkedIn All Job Openings Technical Support Engineer providing enterprise customers support in email security solutions. Troubleshooting technical issues and building customer trust in a high-stakes cybersecurity environment. 🇺🇸 United States – Remote 💵 $31 - $44 / hour ⏰ Full Time 🟡 Mid-level 🟠 Senior 📞 Support Engineer 🦅 H1B Visa Sponsor Cloud Cyber Security Technical Support Specialist, Tier 1 🔥 2 hours ago Rentvine 201 - 500 Website LinkedIn All Job Openings Technical Support Specialist at Rentvine providing expert-level assistance in software and accounting inquiries. Guiding clients through complex platform questions and supporting operational workflows. 🇺🇸 United States – Remote ⏰ Full Time 🟢 Junior 🟡 Mid-level 📞 Support Engineer Technical Support Engineer, Tier I 🔥 12 hours ago Action1 51 - 200 ☁️ SaaS 🔒 Cybersecurity 🏢 Enterprise Website LinkedIn All Job Openings Technical Support Engineer addressing customer inquiries and troubleshooting issues for Action1's endpoint management platform, ensuring full product functionality and enhancing support processes. 🇺🇸 United States – Remote ⏰ Full Time 🟡 Mid-level 🟠 Senior 📞 Support Engineer Linux MacOS Technical Support Engineer, PACS 🔥 13 hours ago DeepHealth 11 - 50 🤖 Artificial Intelligence ⚕️ Healthcare Insurance ☁️ SaaS Website LinkedIn All Job Openings Technical Support Engineer providing expert troubleshooting for PACS and healthcare IT systems. Collaborating with cross-functional teams to enhance support processes and customer satisfaction. 🇺🇸 United States – Remote 💵 $75k - $100k / year 💰 $225k Grant on 2019-08 ⏰ Full Time 🟡 Mid-level 🟠 Senior 📞 Support Engineer Cloud Linux Technical Support Engineer, PACS 🔥 13 hours ago DeepHealth 11 - 50 🤖 Artificial Intelligence ⚕️ Healthcare Insurance ☁️ SaaS Website LinkedIn All Job Openings Technical Support Engineer providing expert support for PACS/RIS healthcare IT systems. Collaborating with cross-functional teams to resolve incidents and improve support processes. 🇺🇸 United States – Remote 💵 $75k - $100k / year 💰 $225k Grant on 2019-08 ⏰ Full Time 🟡 Mid-level 🟠 Senior 📞 Support Engineer Cloud Linux View More Support Engineer Jobs 🌐 Worldwide Built by Lior Neu-ner. I'd love to hear your feedback — Get in touch via DM or support@remoterocketship.com Search Search Jobs by country Search jobs by city Search jobs by job title Search entry-level jobs Search junior-level jobs Search senior-level jobs Search jobs by tech stack Search jobs by contract type Search remote internships Search remote part-time jobs Remote jobs Anywhere in the World Companies Hiring Anywhere in the World Companies Hiring Sales People Anywhere in the World Companies Hiring Software Engineers Anywhere in the World Resources Advice Tips for finding remote jobs Interview questions and answers Resume examples Cover letter examples Post a job Affiliates Privacy policy Terms of service Job board SEO course AI Apply Copilot OpenClaw job finder Jobs by Country Remote jobs anywhere in the world (Worldwide remote jobs) Remote jobs United States Remote jobs Australia Remote jobs Brazil Remote jobs Canada Remote jobs France Remote jobs Ireland Remote jobs Germany Remote jobs Netherlands Remote jobs Spain Remote jobs UK Popular Jobs Remote data analyst jobs Remote customer support jobs Remote executive assistant jobs Remote marketing jobs Remote product designer jobs Remote product manager jobs Remote project manager jobs Remote recruiter jobs Remote sales jobs Remote software engineer jobs Jobs by Type Remote full-time jobs Remote part-time jobs Remote contract jobs Remote internship jobs Remote entry-level jobs Remote jobs with no experience required Remote junior jobs (1-3 years of experience) Digital nomad jobs Remote jobs with no degree required Freelance remote jobs Temporary remote jobs Remote jobs hiring now Stay at home mom jobs

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Hard Skills & Tools

SQLJQLNRQLweb applicationsAPIstroubleshootingdata analysiscustomer operationstechnical supportIT operations

Soft Skills

proactiveorganizedanalyticalclear communicationwritten communicationverbal communicationownershipjudgmentcollaborationproblem-solving