Technical Support Analyst T3

Do you want to work on cutting-edge projects with the world’s best IT engineers? Do you wish you could control which projects to work on and choose your own pay rate? Are you interested in the future of work and how the cloud will form teams? If so - the Gigster Talent Network is for you.

Our clients rely on our Network for two main areas, Software Development and Cloud Services. In some cases, they need help building great new products, in others they want our expertise in migrating, maintaining, and optimizing their cloud solutions.

At Gigster, whether working with entrepreneurs to realize ‘the next great vision’ or with Fortune 500 companies to deliver a big product launch, we build really cool enterprise software on cutting-edge technology.

 

The Role

Our client operates where education and technology meet, dedicated to crafting personalized and innovative learning experiences that drive transformative score improvements for students. Their team, composed of passionate educators and technologists, is committed to enhancing lives through education.

As a Technical Support Analyst, T3, you will be a critical part of the Technical Product Management (TPM) team, managing Tier 3 (T3) support escalations, troubleshooting issues, and collaborating across teams to enhance the customer experience. The Technical Support Analyst will own the T3 issue-tracking process, investigate bugs, and deliver actionable insights to streamline resolutions.

Responsibilities

• Own T3 Workflows: Manage Tier 3 (T3) escalations from start to resolution, ensuring issues are addressed efficiently and effectively.
• Technical Troubleshooting: Investigate and reproduce reported issues, gathering detailed data, screenshots, and recordings to create actionable bug reports.
• Cross-Team Collaboration: Work closely with the Service team and occasionally with customers to collect necessary details for escalations and collaborate with Engineering to prioritize and deliver fixes.
• Streamline Processes: Enhance the integration of tools like Jira and Intercom to create efficient workflows across teams.
• Proactive Analysis: Identify patterns in technical issues, recommend long-term solutions, and contribute to system improvements.
• Support Initiatives: Drive ongoing process improvements to improve resolution times and reduce operational burden for other teams

 

Required Qualifications

• Experience: 1-3 years in technical support, product support, or a related field; prior experience with tools like Jira, Intercom, or similar platforms is preferred.
• Problem-Solving Skills: Strong troubleshooting and root cause analysis abilities; able to untangle complex issues and implement effective solutions.
• Attention to Detail: Highly organized with the ability to manage multiple priorities and maintain high-quality outcomes.
• Technical Aptitude: Comfortable learning new tools and technologies; familiarity with debugging workflows is a plus.
• Communication: Exceptional written and verbal communication skills, capable of simplifying technical details for diverse audiences.
• Collaborative: Thrives in a team environment and works effectively across departments to achieve shared goals.
• Adaptable: Flexible and able to prioritize tasks in a fast-paced, performance-driven environment.

 

Our Recruitment Process

• Recruiter Screen (30 minutes)
• Client Interview I (45 minutes)
• Client Interview II (1 hour)

We strive to move efficiently from step to step so that the recruitment process can be as fast as possible.

 

What we offer

• Remote, full-time (40h/week). EST/CST hours, (but 9 to 1 PM PST overlap is mandatory).
• No-end-date, independent contractor agreement
• Payment in USD, biweekly or monthly - your choice