Client Support Analyst/Engineer

About the role

Our partner is looking for a Client Support Analyst/Engineer based in United States. This role provides high-quality, timely, and technically accurate support to enterprise B2B SaaS clients in a fully remote environment. You will manage support cases from intake through resolution, combining strong client communication with structured troubleshooting and technical investigation. Depending on your experience and assignment, you may work across Tier 1 or Tier 2 support, progressing from established troubleshooting procedures toward deeper analytical problem-solving. The role offers exposure to complex SaaS configurations, data models, integrations, SQL, scripting, and cloud-based enterprise environments. You will collaborate closely with Technical Account Management, Client Success, Support Leadership, and other internal teams to resolve issues and improve the overall client experience. Success in this position requires technical curiosity, sound judgment, attention to detail, and the ability to communicate clearly while managing multiple priorities.

Responsibilities

• Own client support cases from intake through resolution, following assigned scope, service-level objectives, and established procedures.
• Gather relevant context, analyze data, validate troubleshooting hypotheses, resolve issues within scope, and escalate cases requiring additional expertise with complete documentation and supporting information.
• Serve as a professional and responsive point of contact throughout the case lifecycle, using video calls, case messaging, and other effective communication channels to understand issues, provide updates, explain technical concepts, and manage expectations around timelines and resolution paths.
• Apply knowledge of enterprise SaaS platforms, configurations, data models, and integrations to diagnose client issues. Use SQL or equivalent query tools to investigate data-related problems and apply scripting or markup languages such as JavaScript or XML when useful for troubleshooting.
• Maintain awareness of platform changes, releases, and relevant industry or regulatory considerations. Determine whether incidents originate from the platform or customer environment, and provide clear problem statements, environment details, reproduction steps, business impact, and relevant attachments.
• Perform basic platform configuration activities, including user and role changes, simple form edits, and minor SQL adjustments, while operating within established procedures and appropriate technical boundaries.
• Partner with Technical Account Management, Client Success, Support Leadership, and other internal teams to resolve cases effectively, communicate client impact and urgency, and support high-impact or sensitive situations with composure and sound judgment.
• Maintain accurate case documentation, contribute to knowledge resources, troubleshooting guides, and runbooks, identify recurring issues and trends, participate in post-incident reviews, and share improvement opportunities with relevant teams.
• As a Client Support Analyst, focus primarily on Tier 1 support, first-contact resolution, how-to questions, standard configurations, and established troubleshooting paths. As a Client Support Engineer, take on more complex cases, deeper technical investigations, informal Tier 1 leadership as needed, and potentially Tier 2 assignments.

Requirements

• Bachelor’s degree in