Client Support Analyst/Engineer

Accountabilities:: Case management and issue resolution: Own client support cases from intake through resolution, following assigned scope, service-level objectives, and established procedures. Gather relevant context, analyze data, validate troubleshooting hypotheses, resolve issues within scope, and escalate cases requiring additional expertise with complete documentation and supporting information. Client communication: Serve as a professional and responsive point of contact throughout the case lifecycle, using video calls, case messaging, and other effective communication channels to understand issues, provide updates, explain technical concepts, and manage expectations around timelines and resolution paths. Technical investigation: Apply knowledge of enterprise SaaS platforms, configurations, data models, and integrations to diagnose client issues. Use SQL or equivalent query tools to investigate data-related problems and apply scripting or markup languages such as JavaScript or XML when useful for troubleshooting. Platform and incident analysis: Maintain awareness of platform changes, releases, and relevant industry or regulatory considerations. Determine whether incidents originate from the platform or customer environment, and provide clear problem statements, environment details, reproduction steps, business impact, and relevant attachments. Configuration support: Perform basic platform configuration activities, including user and role changes, simple form edits, and minor SQL adjustments, while operating within established procedures and appropriate technical boundaries. Cross-functional collaboration: Partner with Technical Account Management, Client Success, Support Leadership, and other internal teams to resolve cases effectively, communicate client impact and urgency, and support high-impact or sensitive situations with composure and sound judgment. Documentation and continuous improvement: Maintain accurate case documentation, contribute to knowledge resources, troubleshooting guides, and runbooks, identify recurring issues and trends, participate in post-incident reviews, and share improvement opportunities with relevant teams. Role progression: As a Client Support Analyst, focus primarily on Tier 1 support, first-contact resolution, how-to questions, standard configurations, and established troubleshooting paths. As a Client Support Engineer, take on more complex cases, deeper technical investigations, informal Tier 1 leadership as needed, and potentially Tier 2 assignments. Requirements: Bachelor’s degree in Computer Science, Information Systems, or a related field, or equivalent practical experience. At least 1 year of experience supporting enterprise B2B SaaS applications in technical support, support engineering, or a similar technical client-facing role. Ability to query, analyze, and troubleshoot data using SQL or equivalent database query tools. Working knowledge of at least one scripting or markup language, such as JavaScript, Java, XML, or a comparable technology, for troubleshooting and diagnostics. Experience navigating complex SaaS platforms, configurations, integrations, and enterprise application environments. Familiarity with cloud-based environments and enterprise application architecture. Strong analytical and problem-solving skills, with the ability to investigate ambiguous issues that may involve multiple systems or components. Strong attention to detail and a disciplined approach to troubleshooting, documentation, escalation, and case management. Excellent written and verbal communication skills, particularly when explaining technical issues to clients and managing situations under pressure. Strong collaboration skills and the ability to influence and work effectively across teams without formal authority. Ability to manage competing priorities while maintaining responsiveness, accuracy, and a strong client focus. Preferred experience or knowledge of insurance workflows, including Claims, Policy, Underwriting, Loss Control, or Risk Information Management Systems (RIMS), with the ability to connect operational processes to product capabilities. Benefits: Base salary of approximately $66,000–$97,000 , depending on transferable skills, experience, business needs, training, location, and market conditions. Eligibility for a bonus. Medical and dental coverage for employees, dependents, domestic partners, and spouses. Vision insurance fully paid by the employer. Short- and long-term disability insurance and basic life insurance fully paid by the employer. Flexible paid time off options and paid company holidays where available. Flexible and remote work options, with this position listed as remote in the United States. Generous family leave options, including adoption and foster care placements. Pre-tax savings options, including FSA, HSA, commuter benefits, and dependent care savings accounts. 401(k) retirement plan with company matching contributions of up to 4%. Employee Assistance Program providing confidential support for personal or work-related challenges. Education assistance to support industry- or role-specific certifications. Wellness reimbursement to support healthy habits and well-being. Additional optional coverage, including pet insurance, critical illness insurance, and voluntary life and AD&D coverage. Inclusive and equitable workplace environment with a commitment to supporting a diverse workforce.