14mo ago

Technical Support Analyst

Redo Headquartersfull-timemid

OtherCustomer SuccessTechnical Support AnalystTechnical Support

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Quick Summary

Requirements Summary

1–3 years in a technical support, product analyst, or systems troubleshooting role. Excellent analytical and problem-solving skills with a bias toward action.

Technical Tools

OtherCustomer SuccessTechnical Support AnalystTechnical Support

Position Title: Technical Support Analyst

Investigate and resolve complex technical issues reported by customers across email, chat, and occasional live interactions.
Analyze logs, workflows, and system configurations to identify root causes and recommend solutions.
Partner with Product and Engineering to escalate, track, and resolve product bugs or outages.

Communicate clearly and empathetically with customers to understand their technical needs and guide them toward a resolution.
Translate complex technical information into clear, customer-friendly language.
Proactively share tips and best practices to help customers maximize platform value.

Maintain a strong understanding of Redo’s integrations, APIs, and technical workflows.
Stay current with product updates and new feature releases.
Assist in testing new features to ensure a smooth customer experience post-deployment.

Provide feedback to the product and engineering teams to help improve platform usability and reliability.
Create and maintain internal documentation and knowledge base articles for recurring technical issues.

Requirements

~1 min read

1–3 years in a technical support, product analyst, or systems troubleshooting role.
Excellent analytical and problem-solving skills with a bias toward action.
Strong written and verbal communication skills; able to explain complex concepts simply.
Familiarity with SaaS platforms, APIs, and web-based technologies.
Experience with eCommerce platforms or post-purchase software is a strong plus.
Proficient in ticketing systems and support tools (e.g., Zendesk, Intercom, Jira).

Redo benefits and perks:

Opportunity to work with a dynamic and innovative team in the fast-growing e-commerce industry
Career growth and advancement
On-site gym with showers, pickleball, and basketball
Flexible PTO & company holidays
Redo perks, monthly allowance to make purchases from ecommerce stores to support both existing and potential customers
Company HSA contributions
Weekly lunches & fully stocked break room
$100 monthly babysitting perk reimbursement
Office is minutes from biking and running trails