Technical Support Analyst
Our growing Support Team is looking for a Technical Support Analyst who thrives in an AI-augmented environment. You will leverage intelligent tools for ticket triage, trend detection, and knowledge management, freeing you to focus on complex troubleshooting, customer relationships, and continuous improvement of our AI-assisted workflows.
What You’ll Do
Evaluate and troubleshoot client issues
Set clear expectations and provide timely, meaningful updates on active issues
Demonstrate strong case ownership from intake through resolution
Coordinate phone calls, emails, and meetings to support our customers
Participate in release-verification tasks
Meet contractual Service Level Agreements (SLAs) for first response and ticket resolution
Troubleshoot both web and mobile application issues that may arise
Identify ticket trends, and proactively address potential issues
Act as the voice of the customer by capturing business impact
Your First 90 Days
In your First 30 Days
Learn our product features and how we support our customers
Become proficient with Unanet’s ticketing system and common resolutions
Familiarize self with current support knowledge and AI tools
Enroll in and complete Unanet product training
In your First 60 Days
Begin owning customer support requests
Provide AI-assisted responses to common, recurring customer issues
Escalate effectively with clear technical context, business impact, and urgency
Route tickets for other groups and update customers on progress
Meet contractual Service Level Agreements (SLAs) for first response and ticket resolution
In your First 90 Days
Begin showing greater autonomy and discretion with owned tickets
Leverage your team as needed on more complex technical support requests
Demonstrate proficiency in our web and mobile offerings
Who You Are
3+ years of software technical support experience
Strong verbal, written, and customer-facing communication skills
Ability to provide both written and verbal technical support to customers, leveraging ticketing software, email, and web meetings
Strong interpersonal and team skills, including ability to work remotely and cross-functionally with subject matter experts to formulate responses to customers
Ability to properly document actions taken to resolve a customer issue
Ability to use AI-assisted knowledge retrieval to identify and apply known resolutions, and provide feedback to improve accuracy
Ability to work from 9:00am – 6:00pm ET
Your Differentiators
Experience using AI-assisted support tools to accelerate troubleshooting, identify ticket trends, and improve response quality while applying sound judgment to validate outputs before they reach customers
High level of initiative with the ability to work autonomously or in a team environment
Prior experience supporting enterprise web or mobile applications
Prior experience with SQL, with demonstrated ability to write basic queries
Our Values
We are a Team. Employees, customers, and partners working together.
We are Customer-Focused. Customers are the heart of everything we do.
We are Driven. Seeking exceptional outcomes.
We Own our Success. Every employee has a stake in our company.
We do the right thing and have fun in the process.
The salary range for this opportunity is $70,000 - $80,000 per year. You will be eligible for employee equity and discretionary bonus compensation, subject to plans that may be in effect from time to time. You will further be eligible to participate in Unanet’s employee benefits plans and programs. For more details on Unanet’s benefits offerings, please visit https://unanet.com/employee-benefits.
Unanet is proud to be an Equal Opportunity Employer. Applicants will be considered for positions without regard to race, religion, sex, national origin, age, disability, veteran status or any other consideration made unlawful by applicable federal, state or local laws.