Technical Support Analyst

Role Overview 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. Key Responsibilities Multi-Vendor Triage & Translation: 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. Investigation and Analysis: Go beyond note-taking by performing initial investigation of issues by querying data and reviewing logs. You'll use SQL (or similar tools) to pull information from databases, and add technical context to your tickets. Ticket Creation: Translate client discussions into clear, actionable internal tickets for both Project/Development and Production/Support. Global Coordination: Facilitate hand-offs with our India-based engineering teams, including occasional early-morning syncs to align overnight progress with US client priorities. Internal Documentation Management: 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. Client Satisfaction: Own the end-to-end process for customer satisfaction surveys and feedback loops. This includes facilitating surveys, analyzing response data, and presenting