Technical Support Analyst

Sierra Interactive

. Become an expert in Sierra Interactive’s real estate CRM, IDX websites, and platform functionality .

Posted 11/5/2026full-timeRemote • United StatesJunior💰 $55,000 - $65,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Sierra Interactive’s CRM and IDX websites, with a strong focus on troubleshooting technical issues and implementing automation-driven solutions. Proficient in customer support within a SaaS environment, leveraging communication skills to enhance customer experience and platform functionality.

Highest-signal resume keywords

SaaS Customer Support ExperienceTechnical TroubleshootingGenAI Tools and AutomationHTML, CSS, JavaScript, APIs, JSONHubSpot or Comparable Help Desk Platforms

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical SupportTroubleshootingAutomation SolutionsData ManipulationWorkflow AutomationHTMLCSSJavaScriptAPIsJSON

Soft Skills

Strong Communication SkillsPatienceEmpathyProfessionalismCollaborative Work

Tools & Technologies

Sierra Interactive CRMGenAI ToolsLow-Code/No-Code PlatformsHubSpotAtlassian JiraAtlassian ConfluenceGoogle WorkspaceWindows

Certifications & Qualifications

High School DiplomaGED

Industry Keywords

Real Estate Industry ExperienceCustomer SuccessIT FundamentalsNetworkingInternet Technologies

Tech Stack

Tools & technologies

DNSJavaScript

About the role

Key responsibilities & impact

Become an expert in Sierra Interactive’s real estate CRM, IDX websites, and platform functionality
Provide technical, educational, and account management support through phone, email, and other support channels
Investigate, troubleshoot, and document technical issues
Collaborate with platform experts and other teams to identify and resolve problems
Leverage internal resources, knowledge bases, and team expertise to deliver accurate, timely solutions
Recognize at-risk customers and contribute proactively to their recovery and success
Explore, test, and adopt GenAI, low-code/no-code, and automation technologies
Identify opportunities to reduce manual effort through automation, AI, and process improvements
Design, build, test, and implement automation-driven solutions, scripts, and workflows
Develop and maintain documentation and repeatable processes for deployed solutions
Create internal and customer-facing documentation as the platform evolves
Share customer feedback, recurring issues, and frontline insights to improve platform functionality and customer experience
Collaborate cross-functionally on Support projects and initiatives
Improve team processes, support tools, and workflows
Stay current on product updates, new features, and emerging technologies

Requirements

What you’ll need

High school diploma or GED
1–3+ years of experience in customer support, technical support, product support, or customer success within a SaaS environment
Solid understanding of IT fundamentals, including hardware, software, networking, and internet technologies
Experience troubleshooting technical issues
Understanding of variables, loops, conditional logic, and basic data manipulation
Ability to independently adopt unfamiliar software, tools, and technical concepts
Hands-on experience with, or strong interest in, GenAI tools, low-code/no-code platforms, and workflow automation tools
Familiarity with HTML, CSS, JavaScript, APIs, JSON, and DNS
Experience using HubSpot or comparable help desk platforms, Atlassian tools such as Jira and Confluence, CRM systems, Windows, and Google Workspace
Ability to take improvements from idea through scoping, building, testing, documenting, deploying, and maintaining solutions
Strong written and verbal communication skills
Ability to explain technical concepts, platform functionality, and workflows clearly
Patience, empathy, and professionalism when navigating difficult conversations
Ability to communicate directly with customers by phone
Ability to work independently and collaboratively
High school diploma or GED is required; no experience alternative to the credential is stated
Comfortable and productive working in a fully remote environment
Real estate industry experience is a plus

Benefits

Comp & perks

Excellent medical, dental, and vision coverage; full cost covered for employee, with option to add spouse/partner and dependents
401k retirement plan with up to 4% matching
15 days PTO
10 paid holidays
12 weeks of paid parental leave
Fully remote work environment