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.