Technical Support Analyst

Role Overview

We are looking for a customer-focused and technically skilled Technical Support Analyst to join our growing global team. In this role, you will provide high-quality technical support and troubleshooting assistance to customers using CloudShare’s virtual lab and cloud environment platform.

What You Will Do

Provide technical support to customers via ticketing systems, email, Zoom, and other communication channels. Troubleshoot, investigate, diagnose, and resolve platform, environment, connectivity, and user-related technical issues.

Why It Might Be a Fit

The ideal candidate is proactive, detail-oriented, and passionate about solving technical problems while delivering an exceptional customer experience in a fast-paced SaaS environment.

Requirements

• 2+ years of experience in Technical Support, Escalation Engineer or a similar customer-facing technical role
• Experience working in a SaaS, cloud, or enterprise software environment
• Strong troubleshooting and analytical problem-solving skills
• Technical aptitude with the ability to quickly learn new technologies and systems
• Familiarity with Windows and Linux operating systems, networking concepts, and cloud-based environments
• Ability to prioritize, manage, and escalate customer issues effectively when needed
• Excellent written and verbal communication skills in English
• Customer-oriented mindset with a proactive, positive, and service-focused approach
• Comfortable working cross-functionally with Customer Success, Product, Engineering, and other internal teams
• Experience working with support/ticketing platforms such as Zendesk, Jira, Salesforce, or similar tools

Benefits

• Medical, Dental, Vision benefits
• 401K
• Flexible PTO
• 12 Paid Holidays
• Hybrid work (3 days in office) with modern downtown Denver location
• Free Parking
• Onsite Gym