Technical Services & Support Analyst

We’re looking for a curious, analytical, and solution-oriented Technical Services & Support Analyst to join goFLUENT’s Technical Services & Support team.

As part of the team, you will investigate technical and functional issues reported internally, identify root causes and patterns, assess impact, and coordinate with teams such as Tech, Analytics, Product, Content, and Operations to drive issues through to resolution.

You’ll be expected to go beyond simply handling tickets: test and reproduce issues, investigate data and system behavior, challenge assumptions, communicate findings clearly, and help us continuously improve products, processes, monitoring, and documentation.

What You'll Do

As a Technical Services & Support Analyst, you will act as a key point of contact for incoming internal support requests. You will own investigations end-to-end, from initial analysis and reproduction through escalation, follow-up, and resolution communication.

Key Responsibilities

Technical Investigation & Troubleshooting

Investigate technical and functional support requests across goFLUENT products and services.

Test and reproduce reported issues to validate behavior, understand the conditions in which they occur, and gather the information needed for further investigation.

Use tools and techniques such as SQL, APIs, browser Developer Tools, HAR files, logs, and application data to investigate issues and validate findings.

Analyze issues beyond individual cases to identify patterns, determine potential scope and impact, and distinguish isolated cases from broader incidents.

Identify and apply available workarounds when appropriate, while ensuring permanent issues are properly escalated and followed through.

Perform initial root cause analysis and work with the appropriate teams when deeper technical investigation or a permanent fix is required.

Participate in monitoring activities and help identify potential issues before they result in widespread reports.

Request Ownership & Cross-Functional Coordination

Act as the main point of contact for assigned support requests and take ownership of investigations from initial report through resolution.

Coordinate with Tech, Analytics, Product, Content, Operations, and other teams as needed to move investigations forward.

Provide clear, structured, and actionable information when escalating issues, including reproduction steps, evidence, impact, findings, and investigation already performed.

Follow up proactively on open investigations and ensure requesters receive clear and timely updates.

Communicate resolutions in a way that explains what happened, the impact, the root cause when available, what was done to resolve the issue, and any required next steps.

Documentation & Knowledge Sharing

Create and maintain clear documentation covering troubleshooting procedures, business rules, known issues, workarounds, and operational processes.

Translate technical findings into documentation that can be understood by both technical and non-technical audiences.

Share knowledge with other teams and help them become autonomous in handling known issues and established workarounds.

Develop deeper expertise over time in specific goFLUENT products or services while remaining capable of investigating requests across the broader platform.

Continuous Improvement

Identify recurring issues, inefficiencies, and patterns through day-to-day support activities.

Proactively suggest improvements to our products, services, monitoring, documentation, and internal processes.

Work with relevant teams to turn support insights into actionable improvements.

Contribute to improving investigation practices, support workflows, escalation processes, and overall service quality.

What You'll Need

Experience

At least 1 year of experience in a technical support, application support, production support, technical analyst, or similar troubleshooting role.

Experience working in a support environment or collaborating with Engineering/Technology teams is a plus.

Technical Skills

Working knowledge of SQL, with the ability to query and investigate data.

Experience working with APIs and API testing/troubleshooting tools such as Postman or similar.

Comfortable using browser Developer Tools to investigate web application behavior.

Ability to capture, read, and analyze HAR files and other technical troubleshooting information.

General understanding of web applications, HTTP requests/responses, status codes, authentication, and common browser/network issues.

Skills & Competencies

Strong analytical and troubleshooting mindset, with the ability to investigate beyond the initial symptoms of an issue.

Curious and persistent

comfortable asking questions, testing assumptions, and digging deeper until an issue is understood.

Strong sense of ownership and ability to follow investigations through to resolution.

Ability to connect individual cases to the bigger picture and recognize patterns or potentially widespread issues.

Strong attention to detail and ability to document findings clearly and accurately.

Excellent verbal and written English communication skills, with the ability to explain technical topics to both technical and non-technical audiences.

Comfortable working cross-functionally and coordinating with multiple teams to resolve complex issues.

Organized and able to manage multiple investigations and priorities simultaneously.

Proactive mindset with an interest in improving processes rather than simply resolving individual tickets.

Preferred / Nice to Have

Experience working in a SaaS, EdTech, LMS, or other web-based product environment.

Familiarity with monitoring, logging, or visualization tools.

Experience creating technical documentation, troubleshooting guides, or internal processes.

Exposure to enterprise integrations, SSO, APIs, or data integrations is a plus.

What we offer

Hybrid Work Setup

Enjoy the flexibility of working both remotely and onsite