[Hiring] Technical Support Analyst @Sureify

Role Description

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.

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.

Key Responsibilities

• 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.
• Investigation and Analysis: Perform initial investigation of issues by querying data and reviewing logs. Use SQL (or similar tools) to pull information from databases, and add technical context to your tickets.
• Ticket Creation: Translate client discussions into clear, actionable internal tickets for both Project/Development and Production/Support.
• Global Coordination: Facilitate hand-offs with our India-based engineering teams, including occasional early-morning syncs to align overnight progress with US client priorities.
• Internal Documentation Management: Design and structure our Professional Services Confluence sites. Organize the site structure, maintain page content, and keep our internal "source of truth" accurate and easy to navigate.
• Client Satisfaction: Own the end-to-end process for customer satisfaction surveys and feedback loops. Facilitate surveys, analyze response data, and present actionable insights to leadership to improve our service delivery.
• Customer Operations: Take ownership of customer operations projects, such as support portals - gathering requirements, defining scope and delivering solutions to internal teams for ongoing operations.

Qualifications

• 2+ years of experience in technical support, IT operations, coordination, or a data-adjacent role.
• A working understanding of how web applications and APIs work, and the ability to do basic troubleshooting (reading logs, inspecting API responses, recognizing common error patterns).
• Hands-on exposure to SQL is required. Familiarity with JQL (Jira) and NRQL (New Relic) is a plus.
• You should be a regular, proficient user of AI tools in your day-to-day work.
• Bachelor's degree in Information Systems, Computer Science, Business, or a related field — or equivalent practical experience.

Requirements

• 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.
• Proactive, organized, and analytical mindset.
• Clear written and verbal communication skills.

Benefits

• Base annual salary: $66,000 — $88,000 USD.

Company Description

Sureify is an Equal Opportunity Employer committed to diversity. Qualified applicants will receive consideration for employment without regard to race, color, national origin, citizenship, ancestry, religion, sex, sexual orientation, gender perception or identity, age, disability, veteran or military status, or any other basis prohibited by law.

If you are a California resident, please be aware Sureify collects personal information from you during the application process, which may include your name, contact details, employment history, and educational background, in accordance with the California Consumer Privacy Act (CCPA).