Technical Support Analyst

Responsibilities

• Deliver high-quality technical support to customers using Humata technology
• Ensure appropriate routing and triaging of customer tickets to ensure effective resolution per customer SLAs
• Follow and contribute to escalation procedures and standard operating protocols (SOPs) to maintain efficiency and consistency across support tiers
• Support the implementation of AI-driven support tools (e.g., chatbots, routing systems, predictive analytics) to reduce manual workload and improve customer experience
• Analyze customer support data to identify recurring issues, pain points, and opportunities for process or product enhancements, and communicate to leadership
• Resolve Tier 1 and Tier 2 tickets autonomously as much as possible
• Track the lifecycle of open tickets and engage in upward and cross-functional communication to hold assignees accountable to ticket resolution
• Contribute to a culture of data-driven decision-making, continuous learning, and customer focus across the support organization

• Bachelor's degree in Information Systems, Computer Science, or equivalent combination of education and experience.
• Minimum 3 years experience supporting B2B SaaS products
• Comfortability in JIRA or other similar ticketing systems
• Excellent oral and written communication skills
• Strong analytical thinker who thrives in a fast paced, start-up environment

• technical support
• data analysis
• AI-driven support tools
• predictive analytics
• B2B SaaS support
• ticket resolution
• escalation procedures
• standard operating protocols
• customer support data analysis
• autonomous ticket resolution

• communication skills
• analytical thinking
• customer focus
• data-driven decision-making
• continuous learning
• cross-functional communication
• problem-solving
• adaptability
• team collaboration
• time management