Technical Support Analyst

Unanet

Technical Support Analyst leveraging AI tools for troubleshooting client issues and enhancing customer relationships. Focus on complex support tasks and continuous improvement of workflows.

Posted 6/10/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSenior💰 $70,000 - $80,000 per yearWebsite

About the role

Key responsibilities & impact

Evaluate and troubleshoot client issues
Set clear expectations and provide timely, meaningful updates on active issues
Demonstrate strong case ownership from intake through resolution
Coordinate phone calls, emails, and meetings to support our customers
Participate in release-verification tasks
Meet contractual Service Level Agreements (SLAs) for first response and ticket resolution
Troubleshoot both web and mobile application issues that may arise
Identify ticket trends, and proactively address potential issues
Act as the voice of the customer by capturing business impact

Requirements

What you’ll need

3+ years of software technical support experience
Strong verbal, written, and customer-facing communication skills
Ability to provide both written and verbal technical support to customers, leveraging ticketing software, email, and web meetings
Strong interpersonal and team skills, including ability to work remotely and cross-functionally with subject matter experts to formulate responses to customers
Ability to properly document actions taken to resolve a customer issue
Ability to use AI-assisted knowledge retrieval to identify and apply known resolutions, and provide feedback to improve accuracy
Ability to work from 9:00am – 6:00pm ET

Benefits

Comp & perks

Employee equity
Discretionary bonus compensation
Participation in Unanet’s employee benefits plans and programs

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

software technical supporttroubleshootingcase ownershiprelease-verificationticket resolutionweb application issuesmobile application issuesdocumentationAI-assisted knowledge retrieval

Soft Skills

verbal communicationwritten communicationcustomer-facing skillsinterpersonal skillsteam skillsremote workcross-functional collaboration