Technical Customer Support Analyst (2nd Line) in United State

Technical Customer Support Analyst – North America

A fantastic opportunity to join a rapidly expanding software company providing market-leading solutions to the higher education sector worldwide. With ambitious growth plans already underway in North America, this role offers the chance to be at the forefront of delivering outstanding customer support to clients across the region. You will be the first point of contact for customers, solving technical issues, guiding them through upgrades, and ensuring they receive a first-class service.

Location: Fully remote (North America based – happy to work Pacific Timezone)

Salary: $50,000 - $60,000 per annum + benefits + annual bonus

Requirements for Technical Customer Support Analyst

• Experience in a technical customer support or service desk role
• Strong communication skills and a passion for helping customers
• It is vital that you have a good level of commercial SQL experience
• Solid understanding of IT infrastructure basics
• Familiarity with HTML/CSS and Microsoft Office
• Excellent documentation and problem-solving skills
• Highly organised with the ability to manage multiple cases at once
• Proactive, curious, and eager to learn new technologies
• Beneficial: Experience with Azure
• Ideally, you will be based within the PT or MT timezones, as this role will be working PT hours

Responsibilities for Technical Customer Support Analyst

• Be the frontline for customer enquiries – triage, manage, and resolve support cases within SLAs
• Work across a broad application set in student housing, residence life, and commercial software products
• Carry out customer upgrades for hosted and on-premise environments
• Respond calmly and effectively to service outages, restoring services quickly
• Maintain accurate customer records and clear communication with stakeholders
• Support the wider team through QA testing and contributing to internal improvement projects

What the role offers:

• Fully remote position
• The opportunity to shape and grow operations in a rapidly expanding North American market
• Excellent training, development, and career progression opportunities

Applications

If you would like to apply for this unique Customer Support opportunity, please send your CV via the relevant links.

We’re committed to creating an inclusive and accessible recruitment process. If you require reasonable adjustments for your application or during the review process, please highlight this by separately emailing applications@redtech-recruit.com (if this email address has been removed by the job-board, full contact details are readily available on our website).

Keywords: Customer Support Analyst / Technical Support Analyst / Customer Success Specialist / Application Support Analyst / Software Support Engineer / IT Support Engineer / Systems Support Analyst / SQL Support Analyst / SaaS Support Specialist / Helpdesk Analyst / SQL / HTML / CSS / Microsoft SQL Server / Azure / IT Infrastructure / Relational Databases / Computer Science / Information Technology / Software Engineering / Data Management / Network Administration