Support Analyst

Direct message the job poster from Agility Ag

Agility Ag equips specialty crop operations with connected software and practical insights to run smarter, leaner, and more profitable – across the field, packing house, and supply chain. We replace manual spreadsheets and disconnected systems with streamlined workflows and real-time visibility, helping customers reduce errors, control costs, and protect margins. Backed by decades of industry experience, we show up as a trusted long‑term partner with hands‑on support and consistent follow‑through.

Agility Ag equips our customers with the tools and insights needed to run smarter, leaner, and more profitable operations – whether in the field, the packing house, or across the supply chain.

Location: Remote (U.S. West Coast required; strong preference for Fresno / Central Valley, CA)

We are hiring a bilingual Support Analyst (Spanish/English) to join our Customer Support team and provide front‑line support for a complex operational software platform used in real‑world agricultural environments. This role is primarily focused on Tier 1 support and triage: responding quickly, diagnosing common issues, guiding customers to next steps, and escalating effectively when needed.

Success in this role requires strong customer communication, consistent organization, and structured troubleshooting habits. We use modern support practices, including AI‑assisted workflows, to improve speed and quality – while maintaining a professional, human, customer‑first experience.

This is a fully remote position. Travel is not typical, but you must be willing to support an occasional onsite customer need when required (infrequent and planned whenever possible).

• Tier 1 support and triage: Respond to customer issues through a ticketing system and scheduled calls as needed; troubleshoot workflow and configuration questions; provide clear next steps.
• Foundational SQL troubleshooting: Use SQL to support investigation by validating data and confirming outcomes (primarily running or adjusting read‑only queries; updates only when authorized and appropriate).
• Ticket quality and follow‑through: Classify tickets accurately (category and priority), maintain clear notes, and provide consistent customer updates that set expectations.
• Escalation support: When escalation is required, gather the right details and document the issue clearly (steps to reproduce, expected vs. actual behavior, supporting artifacts) so other teams can move quickly.
• AI‑assisted execution: Use AI‑enabled tools to support productivity (e.g., summarizing context, drafting customer‑ready responses, identifying next steps), while validating accuracy and applying sound judgment before communicating externally.
• Continuous Communication Model (CCM): Communicate early, clearly, and often – acknowledge quickly, set expectations, and provide proactive updates on open issues even when there is no final resolution yet, so customers always know what’s next.
• Performance accountability: Meet established support standards for responsiveness and resolution, including SLA adherence, first response time, time to resolution, and ticket hygiene expectations – while maintaining high‑quality customer communication.
• Documentation contribution: Create and improve knowledge content and internal documentation to reduce repeat issues over time.
• Operate effectively during peak seasons: Maintain organization, prioritization discipline, and customer professionalism during predictable high‑volume periods in agriculture (e.g., harvest and packing peaks), when ticket and call volume can increase.
• Cross‑team coordination through process: Partner with internal teams by providing clean escalations, timely follow‑through, and clear customer updates as issues move through resolution.

• Fluent Spanish (written and spoken) and professionally proficient English (written and spoken).
• Must reside and work in U.S. West Coast time zones; strong preference for Fresno / Central Valley, CA.
• 1+ years in application support / technical support / implementation support (or similar customer‑facing technical role).
• SQL experience…