Support Analyst

The Live Support Analyst (L1) serves as the first point of contact for customers seeking technical support. This role is responsible for providing timely, accurate, and empathetic responses to customer inquiries, performing initial technical and data-related investigation, and ensuring issues are clearly documented and escalated when appropriate.

This role blends customer-facing support excellence with foundational technical and data awareness, enabling the support organization to resolve more issues at L1 while improving the quality of escalations to downstream technical teams.

• Customer Support & Communication
  • Respond to incoming customer support requests in a timely and professional manner
  • Serve as the primary customer-facing point of contact throughout L1 issue handling
  • Communicate clearly, empathetically, and confidently with customers
  • Ability to effectively understand and troubleshoot user concerns to triage support issues to L2 or guide users to self-help resources as needed

• First-Line Investigation
  • Perform initial troubleshooting and investigation of reported issues
  • Verify expected system behavior against documented processes and product documentation
  • Reproduce reported issues where possible to validate scope and impact
  • Identify whether issues are likely user error, data-related, or system-related

• Ticket Intake, Documentation & Hygiene
  • Create and maintain clear, well-structured support tickets following defined playbooks and response templates
  • Ensure tickets are documented with the following before triaging to L2:
  • Problem statements
  • Investigation steps taken
  • Findings and observations
  • Screenshots, examples, or supporting data
  • Apply proper categorization, tagging, and prioritization to tickets
  • Ensure tickets are ready for escalation with minimal back-and-forth

• Escalation Support
  • Escalate issues that exceed L1 scope based on defined criteria
  • Provide complete and accurate context when escalating to Technical Services or other teams
  • Partner with the Live Support Manager on escalation decisions when unsure
  • Support escalated tickets by answering follow-up questions and gathering additional information as needed

• Process & Knowledge Adherence
  • Follow established Live Support workflows and escalation guidelines
  • Leverage internal documentation, playbooks, and reference materials
  • Identify gaps or inconsistencies in documentation and flag them to leadership
  • Continuously improve understanding of product functionality and common issue patterns

• Qualifications
  • 2-4 years of experience in a customer support, service desk, or technical support role
  • Strong written communication skills with a customer-first mindset
  • Comfort working with data, systems, and technical concepts
  • High attention to detail and strong documentation habits
  • Ability to troubleshoot, ask the right questions, and follow defined processes
  • Comfort operating in a fast-paced support environment

• Experience supporting SaaS or data-driven platforms
• Familiarity with healthcare, analytics, or reporting tools
• Experience performing basic data review or validation

Plans and Aligns, Resourcefulness

• Plans and prioritizes work to meet the goals of the business. Breaks down objectives into plans and actions to achieve significant milestones. Anticipates and readily adjusts plans. Maintains organization of resources to support efficiency.

Strategic Mindset

• Considering future possibilities or roadblocks and creating strategies to drive results.
• Anticipates future trends and implications of decision.

Communicates Effectively

• Exchanging ideas, knowledge, and data so that the message is received and understood with clarity and purpose.
• Leverages emotional intelligence to adapt to the emotions and intentions of others.

Collaborates

• Identifies and builds partnerships to meet shared goals.
• Readily partners with others to meet objectives and shares credit for contributions.
• Demonstrates cooperation that earns support of others.

Situational Adaptability & Flexibility

• Adapts approach in real time to respond to different situations.
• Thinks quickly and readily adapts behavior in the moment.
• High level of versatility.

Decision Making

• Demonstrates sound and…