Technical Support Analyst

Role Overview

As a Technical Support Analyst, you will provide Tier 1 through Tier 3 help desk support for internal and external users of the MESH platform, including troubleshooting, escalation, and resolution. You will work with development, QA, security, and DevOps teams to escalate complex issues and validate fixes. You will also maintain and improve the MESH knowledge base and support onboarding of new users.

What You Will Do

Your day-to-day responsibilities will include receiving and managing support tickets, diagnosing functional and technical issues, and providing clear written and verbal guidance to users. You will also monitor system status, alerts, and tickets during after-hours and extended-hours coverage windows.

Why It Might Be a Fit

This role requires strong troubleshooting and problem-solving skills, excellent verbal and written communication skills, and the ability to follow documented procedures and escalation paths in a regulated environment. You will also need to be willing and available to participate in on-call rotations and extended-hours coverage spanning multiple U.S. time zones.

Requirements

• Associate’s or Bachelor’s degree in Information Systems, Business, or related field
• 2+ years of technical support, help desk, or customer service experience supporting an enterprise software platform
• Hands-on experience with a ticketing system such as ServiceNow, Jira Service Management, or equivalent
• Familiarity with Salesforce as an end user or administrator
• Strong troubleshooting and problem-solving skills
• Excellent verbal and written communication skills
• Demonstrated ability to follow documented procedures, escalation paths, and SLAs in a regulated environment
• Willingness and availability to participate in on-call rotations and extended-hours coverage spanning multiple U.S. time zones

Benefits

• Medical, dental, and vision coverage
• 401(k) retirement benefits
• Paid time off
• Paid holidays
• Life and disability insurance
• Wellness and employee support programs