Technical Support Analyst

Sureify is looking for an organized, curious Technical Support Analyst to join our Client Support Services team. This role is for someone who wants to be at the intersection of client support, technical investigation, and operations.
In today's evolving tech landscape, the most effective support professionals are multi-disciplinary — capable of bridging client business flows and internal technical execution. Your primary mission is to ensure that issues raised in multi-vendor environments are clearly understood, documented, and routed to the right teams. You are the technical translator who makes sure nothing is lost between what the client describes and what our engineers need to act on to resolve the issue.

• Multi-Vendor Triage & Translation: Participate in triage calls involving clients and 3rd-party vendors. Analyze reported issues and determine if the reported issue falls within Sureify systems or an external partner and direct the resolution path accordingly. Translate client discussions into clear, actionable tickets.
• Investigation and Analysis: Reproduce reported issues and establish what the data actually shows — querying database tables with SQL, reviewing application logs, and inspecting API responses — so every ticket you raise carries technical context an engineer can act on immediately.
• Global Coordination: Facilitate hand-offs with our India-based engineering teams, including occasional early-morning syncs to align overnight progress with US client priorities.

• Customer Operations: Take ownership of customer operations projects — support portals, professional services surveys — gathering requirements, defining scope, and delivering solutions for internal teams to run going forward.

• Internal Documentation Management: Design and structure our Professional Services Confluence sites. This includes organizing the site structure, maintaining page content, and keeping our internal "source of truth" accurate and easy to navigate.

• Experience: 2+ years of experience in a role where you investigated problems in B2B application software systems — technical support, QA, IT operations, or business analysis with production exposure.
• Mindset: Proactive, organized, and analytical. You take ownership of follow-ups, close the loop after meetings, and have a clear sense of when to escalate versus dig deeper yourself.
• Communication: Clear written and verbal communication. You'll be the bridge between clients, vendors, and engineers — turning a messy client conversation into something an engineer in another timezone can act on without coming back with questions.
• Systems reasoning (required). You can hold a multi-step flow across several systems in your head — what hands off to what, and which side of a boundary a failure probably falls on. When two systems disagree, your instinct is to work out what actually happened before deciding where the problem sits.
• Technical foundation (required). You understand roughly how a web application fits together — browser, server, database — and what an API does between two systems. Given an error code or an API response, you can reason about where the problem sits. You won't be expected to write or debug code.
• Querying. SQL is part of the day-to-day. Knowing what you want to find out matters more than syntax. Jira and New Relic query language skills a plus.
• AI-Augmented Workflow (Required): You should be a regular, proficient user of AI tools in your day-to-day work. We treat AI as a force multiplier for accuracy, speed, and technical depth, and we expect everyone on the team to do the same.
• Education: Bachelor's degree in Information Systems, Computer Science, Business, or a related field — or equivalent practical experience.
• Location & Hours: Must be based in US Eastern or Central Time. Your standard day will overlap with Pacific Time client meetings, and you'll occasionally take early-morning calls (roughly 7–8 AM ET) to sync with our India team during their evening hours. As with most support teams, there may be occasional shift adjustments to cover critical production needs, but this is not a 24x7 on-call role.