[Hiring] Product Support Analyst @Cutover

Role Description

Cutover is looking for a Product Support Analyst to grow our US support coverage. As a Product Support Analyst, you will provide exceptional support to ensure our growing B2B client-base has the best possible experience with Cutover.

• Day-to-day support for enterprise clients, prioritizing requests and resolving technical inquiries.
• Communicate primarily via live chat and email tickets, with occasional phone support for high priority issues.
• Become a subject matter expert in product features and functionalities.
• Investigate, troubleshoot, and document product issues, collaborating with QA and engineering teams.
• Assist in internal support documentation and process creation.
• Communicate with internal teams such as Customer Success and Product Management on customer feedback and concerns.
• Working hours: 9am-6pm Monday to Friday, with occasional emergency out of hours/weekend phone support.

Qualifications

• Strong communicator with a clear, professional, and friendly writing style.
• 2-5+ years customer-facing technical support experience with cloud-based SaaS products or web applications.
• Technically inquisitive and skilled troubleshooter.
• Strong attention to detail.
• Experience working within ticketing and live chat systems (e.g., Jira, Intercom, Zendesk).
• Experience using DataDog or similar logging and monitoring tools.
• Comfortable adapting to change, learning on the fly, and working under pressure with high-profile clients.
• Takes diligent ownership of issues and customer experience.

Requirements

• Experience supporting major incidents (nice to have).
• Working knowledge of Ruby on Rails, Postman, JavaScript/React, or other development frameworks (nice to have).

Benefits

• Share Options as part of our compensation package.
• 20 days of PTO per year + public holidays.
• 3 volunteer days for any charitable/voluntary cause.
• A top-tier private health insurance package.
• 401k contribution plan.
• Work from home stipends.
• A personal learning and development budget through Learnerbly.
• Globally consistent parental leave approach.
• Employee Referral Scheme.
• Multiple Cutover mental health initiatives, including fully subsidized therapy sessions.
• Target compensation package: $70,000 - $85,000 + benefits.