We are looking for an experienced Tier 2 Support Analyst to act as the connective tissue between Customer Support, Product, and Engineering. This role is responsible for owning the technical intake, investigation, and prioritization of customer-reported issues, identifying systemic and cross-product problems, and ensuring high-impact issues are clearly understood, well-documented, and appropriately escalated.
This is a highly analytical role for someone who thrives on finding patterns, asking “why,” and turning customer pain into actionable insight.
What You’ll Do
Technical Issue Triage & Ownership (Core Focus)
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Own the technical triage process for all Tier 1 escalations
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Conduct in-depth investigations to determine root cause, scope, and business impact before engaging Engineering
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Distinguish between issues that require Engineering involvement and those resolvable within Tier 2
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Identify and document cross-cutting issues affecting multiple customers, products, or integrations
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Curate and categorize issues to uncover recurring themes and systemic problems
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Prioritize issues based on customer impact, frequency, severity, and business criticality
Pattern Recognition & Insight Generation
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Proactively analyze support trends to identify emerging or systemic issues before they escalate
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Connect related symptoms across tickets to uncover underlying platform, integration, or architectural problems
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Maintain a holistic view of customer-reported issues across all product areas
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Track and analyze metrics related to issue types, resolution timelines, and escalation paths
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Identify opportunities for product improvements, automation, documentation, or self-service solutions
Support–Engineering Bridge
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Produce high-quality escalation packages for Engineering, including reproduction steps, logs, impact analysis, and customer context
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Partner closely with Product and Engineering to investigate and resolve complex technical issues
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Translate customer-reported problems into clear technical requirements, and technical constraints back into customer-friendly language
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Represent the customer voice and support insights in cross-functional discussions
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Protect Engineering focus by ensuring only well-triaged, high-value issues are escalated
Customer Engagement & Communication
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Maintain direct communication with customers during critical or complex investigations
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Provide technical guidance, mitigation strategies, and workarounds while permanent fixes are developed
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Set clear and realistic expectations around timelines, priorities, and outcomes
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Lead technical deep-dive sessions to understand customer environments and configurations when needed
Knowledge, Process & Team Enablement
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Develop and maintain technical documentation, runbooks, and troubleshooting guides
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Build internal knowledge to enable Tier 1 teams to resolve recurring issues independently
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Contribute to continuous improvement of support workflows, tooling, and escalation criteria
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Mentor Tier 1 analysts on technical troubleshooting and analytical approaches
What You Bring
Experience & Technical Foundation
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3–5 years of experience supporting enterprise SaaS applications, including 1–2 years in a senior, escalation, or Tier 2 role
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Strong analytical and pattern-recognition skills with the ability to see connections across disparate issues
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Systems-level thinking and an understanding of how distributed components interact
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Working knowledge of APIs, web services, authentication protocols (SAML, OAuth, SSO), and system integrations
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Familiarity with cloud-based SaaS architectures and platforms (AWS, Azure, or GCP)
Analytical Judgment & Prioritization
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Proven ability to triage complex technical issues and determine the correct resolution path
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Experience analyzing data and trends to identify root causes and systemic problems
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Sound judgment in prioritizing work based on customer impact and business value
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Ability to separate symptoms from underlying causes
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Comfortable operating with ambiguity and incomplete information
Communication & Collaboration
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Excellent written communication skills for technical documentation and cross-team collaboration
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Ability to explain complex technical concepts to both technical and non-technical audiences
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Experience partnering across Support, Product, and Engineering teams
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Strong customer-facing communication skills grounded in empathy and professionalism
Professional Attributes
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Proactive and self-directed, with a natural instinct to investigate and improve
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Curious, investigative mindset with a strong desire to understand root causes
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Able to manage multiple high-priority issues without losing sight of broader patterns
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Strong sense of ownership and accountability from investigation through resolution
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Comfortable moving between deep technical analysis and high-level trend evaluation
Nice to Have
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Experience in financial services, banking, or treasury management software
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Familiarity with treasury operations, cash management, payments, or bank connectivity standards (SWIFT, BAI2, MT940, ISO 20022)
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Background in implementations, professional services, or solutions engineering
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Experience with ticketing and case management tools (Zendesk, Jira Service Management, ServiceNow)
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Exposure to BI or data visualization tools for trend and pattern analysis
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Knowledge of ITIL or other support frameworks
**We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, ethnic origin, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.**
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