Technical Support Analyst

Sureify Technologies, Inc.

Job Overview

Location

US - Remote

Job Type

Full-time

Full Job Description

📋 Description

• Sureify is looking for an organized, curious Technical Support Analyst to join our Client Support Services team.
• This role is for someone who wants to be at the intersection of client support, technical investigation, and operations.
• In today's evolving tech landscape, the most effective support professionals are multi-disciplinary — capable of bridging client business flows and internal technical execution.
• Your primary mission is to ensure that issues raised in multi-vendor environments are clearly understood, documented, and routed to the right teams.
• You are the technical translator who makes sure nothing is lost between what the client describes and what our engineers need to act on to resolve the issue.
• Participate in triage calls involving clients and 3rd-party vendors.
• Analyze reported issues and determine if the reported issue falls within Sureify systems or an external partner and direct the resolution path accordingly.
• Go beyond note-taking by performing initial investigation of issues by querying data and reviewing logs.
• Use SQL (or similar tools) to pull information from databases, and add technical context to your tickets.
• Translate client discussions into clear, actionable internal tickets for both Project/Development and Production/Support.
• Facilitate hand-offs with our India-based engineering teams, including occasional early-morning syncs to align overnight progress with US client priorities.
• Design and structure our Professional Services Confluence sites.
• This includes organizing the site structure, maintaining page content, and keeping our internal 'source of truth' accurate and easy to navigate.
• Own the end-to-end process for customer satisfaction surveys and feedback loops.
• This includes facilitating surveys, analyzing response data, and presenting actionable insights to leadership to improve our service delivery.
• Take ownership of customer operations projects, such as support portals - gathering requirements, defining scope and delivering solutions to internal teams for ongoing operations.
• 2+ years of experience in technical support, IT operations, coordination, or a data-adjacent role.
• A working understanding of how web applications and APIs work, and the ability to do basic troubleshooting (reading logs, inspecting API responses, recognizing common error patterns).
• Hands-on exposure to SQL is required.
• Familiarity with JQL (Jira) and NRQL (New Relic) is a plus — if you haven't used them, you should be comfortable picking them up quickly.
• You should be a regular, proficient user of AI tools in your day-to-day work.
• We treat AI as a force multiplier for accuracy, speed, and technical depth, and we expect everyone on the team to do the same.
• Bachelor's degree in Information Systems, Computer Science, Business, or a related field — or equivalent practical experience.
• Must be based in US Eastern or Central Time.
• Your standard day will overlap with Pacific Time client meetings, and you'll occasionally take early-morning calls (roughly 7–8 AM ET) to sync with our India team during their evening hours.
• As with most support teams, there may be occasional shift adjustments to cover critical production needs, but this is not a 24x7 on-call role.
• Proactive, organized, and analytical.
• You take ownership of follow-ups, close the loop after meetings, and exercise good judgment about when to escalate versus dig deeper yourself.
• Clear written and verbal communication — you'll be the bridge between clients, vendors, and engineers, so being concise and precise matters.

🎯 Requirements

• 2+ years of experience in technical support, IT operations, coordination, or a data-adjacent role.
• A working understanding of how web applications and APIs work, and the ability to do basic troubleshooting (reading logs, inspecting API responses, recognizing common error patterns).
• Hands-on exposure to SQL is required.
• Familiarity with JQL (Jira) and NRQL (New Relic) is a plus — if you haven't used them, you should be comfortable picking them up quickly.
• You should be a regular, proficient user of AI tools in your day-to-day work.
• Bachelor's degree in Information Systems, Computer Science, Business, or a related field — or equivalent practical experience.
• Must be based in US Eastern or Central Time.
• Proactive, organized, and analytical.
• Clear written and verbal communication.

🏖️ Benefits

• Base annual salary: $66,000 - $88,000 USD.
• Opportunity to work with a company that values effort and intelligence over status or titles.
• Equal Opportunity Employer committed to diversity.
• Qualified applicants will receive consideration for employment without regard to race, color, national origin, citizenship, ancestry, religion, sex, sexual orientation, gender perception or identity, age, disability, veteran or military status, or any other basis prohibited by law.

Skills & Technologies

New Relic

Remote

Degree Required

Ready to Apply?

Apply Externally

You will be redirected to an external site to apply.

AI Job Fit Analysis

Pro

See exactly how your profile matches this role — strengths, skill gaps, and what to do about them.

Sureify Technologies, Inc.

Visit Website

About Sureify Technologies, Inc.

Sureify Technologies provides a digital life insurance platform that enables carriers to acquire, service, and engage policyholders through self-service portals, automated underwriting, and data-driven retention tools. Its cloud-based LifeOS integrates e-application, e-signature, underwriting rules engines, policy administration, and analytics for term, whole, universal, and final-expense products. The platform supports agent and direct-to-consumer channels, offering white-label portals, predictive lapse models, and API connectivity to core insurance systems. Founded in 2012, the company serves U.S. and Canadian insurers seeking to digitize legacy processes and improve customer lifetime value.

View Company Profile

Get more remote jobs like this

Subscribe to the weekly newsletter for similar remote roles and curated hiring updates.

Weekly remote jobs and featured talent.

No spam. Only curated remote roles and product updates. You can unsubscribe anytime.