Technical Support Analyst; Helpdesk

At Bitfocus, our mission is simple but ambitious: help end homelessness. We build and support Clarity Human Services, the technology that powers communities across the country in connecting people experiencing homelessness with the resources they need.

We lead with care, innovate with insider knowledge, and believe deeply in the power of community. We know strong candidates don't always look the same on paper, so if you're excited about this role, we'd love to hear from you. People with lived experience of homelessness are strongly encouraged to apply.

Communities rely on Clarity Human Services to meet HUD reporting deadlines and keep their day-to-day data work moving, and when something gets in the way, you're the person who gets them unstuck. If you love helping people through frustrating technical problems, you'll troubleshoot customer issues, turn them into clear answers, and elevate bugs to our developers through Jira. This is a fully remote role reporting to the Technical Support Manager, with a defined career track that lets you take on more complex tickets and more independence as your skills build.

Our Technical Support team is the front line for the customers who rely on Clarity Human Services every day. We work as a tiered, collaborative team, handing off to each other and to development with the detail needed to keep customers moving. Our focus areas include:

• Customer troubleshooting and issue resolution
• Escalation management and bug reporting
• HUD and Federal Partner reporting support
• Data analysis and software navigation guidance
• Documentation and knowledge base content
• Pre-release testing and customer experience feedback

Resolve customer issues. Work technical support tickets at your tier, researching and deploying solutions for new and emerging problems and escalating to the next tier when it's the right call.

Guide customers through the software. Help customers navigate Clarity Human Services, build and edit data outputs, and use reporting efficiently, including HUD and Federal Partner reporting and data analysis.

Troubleshoot bugs and escape with care. Identify bugs, create Jira tickets independently, and include enough detail that the receiving team doesn't need to go back to the customer.

Spot risk early and use your judgment. Recognize when an issue could affect a customer's data, reporting deadlines, or compliance, and flag it quickly rather than waiting for it to grow.

Build our shared knowledge. Partner with the documentation team on user guides, FAQs, and knowledge base articles so the next customer finds the answer faster.

Help us ship better releases. Join pre-release sprint testing and QA/QC with the development team, and report your results clearly.

Be the voice of the customer. Gather feedback, notice patterns in pain points, and propose improvements to the Customer Experience team and other stakeholders.

Keep learning. Stay current on new releases, enhancements, and HUD reporting specifications, and take on special projects and training assigned by the Technical Support Manager or Shift Lead.

Your tickets are resolved or escalated within your tier's scope, with clear notes on what you did.

Your escalations to the next tier or to Jira arrive with everything the receiving team needs, with no re-asking the customer.

Customers tell us your guidance on software use, reporting, and data analysis was accurate and usable.

The guides, FAQs, and knowledge base articles you contribute to are accurate and current.

Your pre-release testing results are documented and shared with the development team, and your customer feedback is logged with proposed improvements.

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