Support Analyst

CourseStorm

. Seek to understand the customer's need and use case in each Support interaction.

Posted 11/10/2026full-timeRemote • Maine • United StatesJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in SaaS technical support, utilizing ticketing systems and AI-first workflows to enhance customer experience. Proficient in SQL for data investigation and reporting, with strong communication skills for explaining technical concepts clearly.

Highest-signal resume keywords

SaaS Technical Support ExperienceSQL Data Retrieval and ReportingTicketing Systems ProficiencyAI-First Workflows EnthusiasmTechnical Writing Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

SQLPythonJavaScriptHTMLSoftware IntegrationsAPIsTechnical SupportPublic-Facing Technical WritingProblem ResolutionCustomer Needs Analysis

Soft Skills

Strong Discovery SkillsClear CommunicationResourcefulnessAdaptabilityAccountability

Tools & Technologies

JiraZendeskChatGPTSlackHubSpotGitHubZapier

Certifications & Qualifications

Bachelor's Degree

Industry Keywords

Customer SuccessTechnical SupportSaaSProfessional ServicesArts Organization Experience

Tech Stack

Tools & technologies

JavaScriptPythonSQL

About the role

Key responsibilities & impact

Seek to understand the customer's need and use case in each Support interaction.
Resolve questions and technical issues with clear, practical guidance, ensuring the proposed solution meets the customer's need.
Reproduce reported issues, document findings, and escalate to Product and Engineering when additional expertise is needed.
Own assigned support tickets from start to finish, including investigation, escalation, customer updates, and resolution.
Coordinate and deliver assigned professional services projects.
Contribute technical expertise to Help Center articles and internal documentation.
Identify patterns across customer requests and recommend improvements to our product, services, and processes.
Use AI and connected tools to investigate, organize, and complete work efficiently while maintaining accuracy and sound judgment.
Operate efficiently in an ecosystem of connected platforms, including ChatGPT, Slack, Jira, HubSpot, GitHub, Fellow, etc.
Contribute to overall Customer Success objectives to enhance customer experience and sentiment.

Requirements

What you’ll need

A bachelor’s degree from an accredited institution.
At least 2 years of experience in a SaaS technical support role.
Experience using ticketing systems such as Jira, Zendesk, or similar tools.
Experience with and enthusiasm for AI-first workflows.
Experience working with software integrations, including tools such as Zapier and APIs.
Experience using SQL to retrieve, investigate, and report on data.
Strong discovery and investigation skills: you stay curious, ask good questions, and seek to understand the underlying need.
Ability to explain technical concepts clearly in simple, natural language, verbally and in writing.
Comfort with public speaking and a professional, reassuring presence on camera.
Resourcefulness and initiative: you use available resources, raise concerns early, and propose solutions.
Sound judgment, including the ability to spot patterns and make recommendations informed by customer needs and company goals.
An appreciation for simplicity and the ability to focus on what matters most.
Adaptability, accountability, and openness to feedback and growth.
Additional programming experience, such as Python, JavaScript, or HTML. (Helpful, but not required.)
Experience with public-facing technical writing. (Helpful, but not required.)
Experience working directly in an Arts organization. (Helpful, but not required.)

Benefits

Comp & perks

A supportive team and a culture that values work+life fit
Flexible remote work
Health, dental, and vision insurance
Short-term disability and life insurance
Retirement plan
Employee Assistance Program
Paid holidays
Unlimited “Take What You Need” paid time off
Paid professional development
$1,200 home office budget
$1,000 annual personal learning stipend
Competitive compensation