Customer Support Analyst (Technical)

Join Clariti as a Customer Support Analyst (Technical) and be the first point of contact for inbound customer support requests. You will troubleshoot technical issues, provide thoughtful solutions, and guide customers through the effective use of our products. Your role will involve direct communication with customers, advocating for their needs, and contributing to the improvement of our products and support experience. This is an opportunity to be part of a growing support function and make a real impact on customer success.

• Be the first point of contact for inbound customer support requests, answering how-to questions, explaining product functionality, and providing walkthroughs or existing resources.
• Troubleshoot, investigate, and replicate customer-reported issues, and file well-documented bug reports with Engineering via JIRA when escalation is needed.
• Contribute to building and auditing customer-facing and internal resources, including knowledge base articles, Arcade walkthroughs, and self-service content.
• Strong written and verbal communication skills — you can translate technical concepts clearly for non-technical audiences, and your responses leave customers with answers, not follow-up questions
• Attention to detail — you handle customer issues thoroughly and keep records accurate and up to date
• Curiosity and resourcefulness — you're willing to say "I don't know, but I'll find out," and you follow through every time
• Collaborative spirit — you work well across teams, take feedback well, and know when to loop in the right people
• 3+ years in a technical support capacity — you've diagnosed and resolved software issues, worked with logs or session data, and know how to systematically investigate a problem rather than just pass it along; experience in SaaS is strongly preferred
• Familiarity with CRM and support tools — experience with Salesforce, Zendesk, or similar platforms is a plus; comfort learning new tools quickly is a must
• A customer-first mindset — you're genuinely invested in making customers feel heard, supported, and set up for success
• Comfort with ambiguity — you thrive in environments that are still being built, take initiative without waiting for a playbook, and are energized by the chance to help shape one
• Familiarity with AI tools (ChatGPT, Claude, or similar) — you're comfortable using AI to work more efficiently, or you're actively curious about it and quick to adopt new technology when it helps you do your job better
• Hire will be expected to work 9am-5pm EST during their training period
• Will be expected to work a later shift based on business needs which will likely be 11am-7pm EST or 12pm-8pm EST
• Startup or high-growth environment experience — you've worked on a small team where the playbook was still being written, worn multiple hats, and figured things out on the fly
• A bias toward action — when something's broken, you don't wait for someone to assign you a ticket; you dig in, flag it, and help move it forward