Technical Analyst

• Receives and reviews customer business needs and use cases submitted by Client Advocacy, developing a thorough understanding of the customer’s objectives before proposing solutions.
  
  
• Evaluates existing product capabilities and solutions to determine fit, adapting or combining them creatively to address complex customer requirements.
  
  
• Produces high-quality, implementation-ready solution recommendations with clear rationale, ensuring proposals are technically sound and operationally viable.
  
  
• Provides implementation guidance to Client Advocacy, equipping them with the direction needed to support customers through solution adoption.
  
  
• Creates documentation for Client Enablement teams, capturing solutions in a reusable and accessible format to support future customers with similar needs.
  
  
• Collaborates cross-functionally with Engineering, Client Advocacy, and Enablement to validate proposed solutions and refine based on technical and operational feedback.
  
  

• Receives bug reports and technical issue escalations from Technical Services and Client Advocacy, acting as the primary intake and triage point between customer-facing teams and Engineering.
  
  
• Independently investigates and resolves complex non-bug issues, ensuring minimal disruption to client operations and reducing unnecessary engineering involvement.
  
  
• Manages prioritization of issues directed to Engineering, balancing customer impact, severity, and development capacity to ensure the right work is actioned at the right time.
  
  
• Deflects resolvable issues away from Engineering through root cause analysis, configuration changes, documentation, or guided resolution—tracking deflection volume as a measure of team effectiveness.
  
  
• Acts as a seasoned adviser on complex client problems, supporting Technical Services and Client Advocacy in handling priority issues and production-active incidents.
  
  
• Analyzes audit logs, system logs, and workflows to isolate technical causes of client-reported issues and provide clear, evidence-based findings to Engineering.
  
  
• Works closely with product developers to troubleshoot, validate, and document bugs while assessing their broader product impact.
  
  
• Escalates verified technical concerns and bugs to Engineering with thorough analysis and supporting documentation to accelerate resolution.
  
  
• Supports post-incident reviews and root cause analysis efforts, ensuring learnings are translated into preventative action—whether through code changes, internal process improvements, or the development and guidance of internal and external documentation.
  
  
• Conducts trend analysis on incidents and problems, identifying patterns to proactively address recurring technical challenges before they escalate.
  
  
• Manages adherence to Service Level Objectives (SLOs) by monitoring resolution times, ensuring timely escalations, and driving accountability across teams.
  
  

• Owns the change control process for Engineering deployments, managing the intake, assessment, and scheduling of deployment requests to protect system stability and integrity.
  
  
• Evaluates deployment requests for risk and readiness, ensuring changes to the LMS are introduced in a controlled and safe manner with appropriate validation in place.
  
  
• Manages the controlled enablement of feature flags, coordinating timing and conditions to ensure features are activated safely and in alignment with operational readiness.
  
  
• Maintains accurate change logs and ensures change documentation supports audit readiness and organizational compliance standards.
  
  
• Monitors post-deployment outcomes, identifying stability issues and escalating where system integrity is at risk.
  
  
• Coordinates with Engineering to ensure deployment windows are clearly communicated internally and that all technical prerequisites are met prior to execution.
  
  

• Supports ITIL-aligned processes including Incident, Problem, and Change Management, ensuring consistent, high-quality execution against established standards.
  
  
• Advocates for systemic fixes over workarounds, using incident and problem trend data to make the case for long-term product stability improvements.
  
  
• Identifies and drives process improvements that increase efficiency in issue resolution, triage, and solutioning workflows.
  
  
• Contributes to the development of internal and external documentation as a proactive measure to prevent recurring issues and reduce support burden.
  
  

• Serves as the operational link between Customer Success teams and Engineering, ensuring issue context, priority, and customer impact are clearly understood across teams.
  
  
• Partners with internal stakeholders to support solution delivery, providing the technical depth needed for them to guide customers effectively.
  
  
• Contributes to the development of documentation through solutioning and incident management is accurate, accessible, and maintained.
  
  
• Represents the voice of the customer in technical and product discussions, ensuring customer pain points are visible and factored into engineering decisions.
  
  
• Trains and supports customer-facing teams on LMS functionality, troubleshooting approaches, and best practices.
  
  

• Maintains consistent service quality against defined Service Level Objectives, contributing to and in some areas owning the team’s OKR reporting.
  
  
• Tracks and reports on engineering deflection—volume of issues resolved without engineering involvement and estimated engineering time preserved—as a core performance indicator.
  
  
• Ensures adherence to standard operating procedures and company policies, maintaining compliance and best practices across all workflows.
  
  
• Performs ad-hoc duties as required.
  
  

• 3+ years of experience in Technical Support, Technical Services, Solutions Engineering, Business Systems Analysis, or a similar technical customer-facing role.
  
  
• Strong troubleshooting experience, including analyzing logs, investigating system issues, identifying root causes, and working with engineering teams to resolve complex problems.
  
  
• Experience managing or supporting ITIL-based processes such as Incident, Problem, and Change Management.
  
  
• Ability to translate customer business requirements into practical technical solutions and implementation recommendations.
  
  
• Strong communication skills and experience partnering with Customer Success, Support, Product, and Engineering teams to drive outcomes.
  
  

• Fully remote-first work with flexible work arrangements 🏡
  
  
• Comprehensive Health and Wellness Benefits including retirement savings programs, eligibility for two different bonus plans, generous time off, comprehensive medical and dental benefits based on your country of location 🧘
  
  
• New Hire Equipment Allowance and monthly Flex Allowance to support your success 📦
  
  
• Endless opportunity for career growth and internal mobility 🌱
  
  
• Employee driven DE&I programs 🫶
  
  

• We achieve exceptional results by genuinely caring about each other and the work we do
  
  
• We’re united, and we grow through our commitment to elevating continual learning!