Technical Support Analyst

The Senior Technical Support Analyst is a subject matter expert responsible for leading complex Tier 2 support efforts with minimal supervision. This role requires strong technical knowledge, leadership in support delivery, and mentoring of junior team members.

Key Responsibilities:

• Execute high-complexity technical support tasks independently
• Provide mentorship and guidance to Associate and Intermediate Support Analysts
• Offer technical and subject matter expertise within their domain
• Set work priorities, define deliverables, and guide stakeholders accordingly
• Act as the escalation point for internal team members and external stakeholders (clients, vendors, partners)
• Serve as the day-to-day contact for support-related issues and escalations
• Support the business development team with pre-sales engagements and RFP responses
• Continuously stay updated on industry trends, tools, and best practices to align with the product and technical vision
• Deliver on assigned duties and other tasks as requested