Technical Support Analyst

We are hiring a Technical Support Analyst to join client's Customer Experience team. This person will be the frontline technical expert supporting client's CRM users.  We're looking for someone who loves problem-solving, thrives in ambiguity, and is comfortable navigating backend systems and distributed tools (e.g. Airflow, GCP, Kibana). This role will report to the Head of CX and work closely with Engineering, Product, and Customer Success.

What you'll do:

• Partner with customers directly: Understand their technical challenges, guide them through resolution paths within the app, and help them navigate complex issues with clarity.
• Resolve technical issues: Investigate escalated cases involving app behavior, workflow errors, data integrity, and backend issues.
• Go deep on logs and systems: Use tools like GCP, Datadog, Airflow, and GitHub to trace, replicate, and resolve system behavior.
• Partner cross-functionally: Collaborate with Enginee...