Technical Support Analyst
Core
Provide technical support for enterprise customers using AI-powered software for utility safety and damage prevention, resolving complex escalated inquiries and driving product improvements.
Role type
Senior IC technical support analyst (enterprise SaaS)
Builds
AI-powered software solutions for utility front-line worker safety, storm response, and excavation damage prevention
Domain
Utilities / Energy & Water / AI Software
Deliverable
client delivery
Required skills
Enterprise SaaS support, advanced troubleshooting, observability tools (Datadog, Sentry, Firebase Crashlytics, Databricks), SQL, Python, support platforms (Zendesk, Jira, ServiceNow, Salesforce), cross-functional collaboration, documentation, release testing
Preferred skills
Utility industry knowledge, mentorship
Technologies
Datadog, Sentry, Firebase Crashlytics, Databricks, SQL, Python, Zendesk, Jira, ServiceNow, Salesforce
Responsibilities
Own technical support for enterprise customers via email, chat, phone, and ticketing systems; independently investigate and resolve escalated complex technical problems; use observability tools and data for root cause analysis; partner with Engineering, Product, and ML teams to resolve issues and recommend improvements; identify gaps in support processes and drive improvements; maintain knowledge base articles and troubleshooting documentation; participate in pre- and post-production release testing; mentor peers and share technical knowledge.
Seniority
Senior, hands-on IC with mentorship responsibilities
