Software Support Analyst

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Software Support Analyst in the United States.

This role is a frontline technical support position focused on delivering high-quality assistance to customers using multiple software products across various communication channels. You will play a key role in ensuring users receive timely, accurate, and professional support while resolving product, account, and workflow-related issues. Working in a fast-paced, customer-centric environment, you will troubleshoot common technical problems, document interactions, and escalate complex cases when needed. The position requires strong communication skills, adaptability, and the ability to manage multiple priorities efficiently. You will also contribute to maintaining operational quality by supporting ticket management, knowledge sharing, and continuous improvement initiatives. This is an opportunity to work closely with both customers and internal teams while developing deep product expertise in a dynamic SaaS environment.

Accountabilities

In this role, you will be responsible for delivering responsive technical and customer support while ensuring smooth issue resolution and a high-quality user experience. You will manage multiple support channels and contribute to operational excellence across the support function.

Provide timely support via email, chat, phone, and ticketing systems
Troubleshoot product, account, and workflow-related issues for customers and internal users
Accurately document customer interactions, troubleshooting steps, and resolutions
Manage and prioritize ticket queues to ensure timely resolution and follow-up
Escalate complex or urgent issues to senior team members when necessary
Maintain service quality, productivity, and customer satisfaction standards
Support multiple products and adapt to changing operational priorities
Continuously build product and system knowledge through training and coaching
Collaborate with team members to improve processes and share knowledge
Communicate clearly and professionally with customers, peers, and leadership

Requirements

The ideal candidate is a detail-oriented, customer-focused professional with strong communication skills and the ability to thrive in a fast-paced technical support environment. You are proactive, adaptable, and eager to learn new systems and tools.

1+ year of experience in customer support, technical support, SaaS support, or a related field
Strong written and verbal communication skills
Ability to manage multiple priorities in a fast-paced environment
Quick learner with comfort adapting to new tools and systems
Strong problem-solving skills and attention to detail
Customer-first mindset with a professional and reliable approach
Ability to work effectively both independently and within a team
Strong organizational skills and ability to manage ticket-based workflows
Experience in software or SaaS environments is a plus

Benefits

Remote-first work environment
Competitive compensation: $55,000 – $58,900 USD annually
Comprehensive medical, dental, and vision insurance
Company-paid life and disability insurance
401(k) retirement savings plan
Paid parental leave
Flexible vacation policy
Company-provided work equipment
Opportunities for internal growth and career development
Inclusive and supportive work culture

How Jobgether works:

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

Why Apply Through Jobgether?

Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.

#LI-CL1

Requirements

Benefits

USA Remote Jobs