Associate Support Analyst

The Opportunity The Support Services team at Euna Solutions is the front line for public sector organizations that depend on our software every day to run procurement, budgeting, and financial operations for their communities. As an Associate Support Analyst, you'll build deep knowledge of one of Euna's core products and become a trusted resource for the government customers who rely on it.

If you want a real entry point into a tech career where your work directly supports the people behind public services, this is the role for you.

• Own the full support experience for incoming customer inquiries via phone, video, email, and chat, delivering timely and professional resolutions.
• Troubleshoot and diagnose software issues following established workflows and escalation procedures, growing your independence over time.
• Build working proficiency in one of Euna's core products to serve as a reliable first point of contact for customers.
• Document all customer interactions, issues, and resolutions thoroughly in Zendesk to keep the team informed and records accurate.
• Contribute to internal knowledge base articles, FAQs, and support documentation as your product expertise grows.
• Collaborate with peers and senior analysts to sharpen troubleshooting approaches and expand your technical skill set.
• Support coverage during holidays, after-hours incidents, and outages when customers need us most.

• Up to 1 year of experience in a technical support, help desk, or customer-facing role; internships and co-ops count.
• A genuine customer-first mentality and pride in delivering an outstanding support experience.
• Strong written and verbal communication skills, with a natural ability to explain technical concepts in plain language.
• Comfort working in a ticketing system or CRM environment, and familiarity with basic technical concepts like web browsers, connectivity, and general software navigation.

• Experience working in Zendesk specifically.
• Prior exposure to SaaS products or software troubleshooting in a professional setting.
• Familiarity with public sector or government-facing organizations.

• Maintain a customer satisfaction (CSAT) score at or above the 94% organizational floor, contributing toward our 96%+ team target.
• Resolve customer issues within established SLA timelines, escalating appropriately when needed.
• Demonstrate steady growth in product knowledge and troubleshooting independence within your first 3 months.

Growth & Career Path The Associate Support Analyst role is your entry point into Euna’s Support Services organization. As you develop product expertise and sharpen your troubleshooting skills, the natural next step is promotion to Support Analyst (IC2)
-from there, career paths branch into product specialization, technical depth, or people management

Location This position will be hybrid with 3 days/week in our Atlanta, GA office.(Tuesday, Wednesday & Thursday)

We believe the future of work is human + AI. At Euna Solutions, we encourage our team members to leverage AI tools to enhance creativity, efficiency, and decision-making. We're looking for people who are curious about emerging technologies, eager to experiment, and committed to using AI responsibly to augment, not replace, their expertise.

If you enjoy exploring new ways to solve problems, learning continuously, and applying AI to make your work smarter and more impactful, you'll thrive here.

We're a team of builders, problem-solvers, and public sector champions. We've built a workplace around a straightforward idea: people do their best work when they're trusted, supported, and not running on empty.

Here's what that actually looks like:

We're hybrid — three days a week in our Oakville or Atlanta offices, with standard hours on those days. What the remaining days look like depends on your role and your manager. We talk about it early in the process so there are no surprises on either side.

Twice a year, you get an extra day tacked onto a long weekend. We think recharging is part of doing good work — not a reward for it.…