AI-Driven Customer Support Analyst – Enterprise Software

Dassian Inc.; Northern (KY); Hybrid; USD 60,000 - 90,000; Full time

Job summary

Dassian Inc. seeks a Customer Support Analyst to own the customer support queue end-to-end, triaging and resolving issues while leveraging AI tools daily. You will be the first contact for incoming tickets and will route bugs with clear steps to the right teams.

The role emphasizes ownership, strong communication, and building trusted relationships with customers. Ideal candidates have a technical mindset, are highly organized, and comfortable using ticketing platforms.

Qualifications

• US Person: US Citizen or Lawful Permanent Resident required for access to customer environments.
• Bachelor's degree in Computer Science, Information Technology, or related field.
• Strong written and verbal communication skills.
• Technical literacy: comfortable reading error messages, log files, and basic code.

Responsibilities

• Own the support queue with a clear owner, status, and next action.
• Be the first point of contact for all incoming tickets.
• Triage and classify issues as defects, configuration questions, feature requests, or professional services.
• Route bugs to development with clear reproduction steps and context.
• Maintain SLAs and provide regular reports on response times and backlog.
• Build and maintain a knowledge base of common issues and resolutions.
• Be the face of Dassian to customers, owning outcomes and building relationships.
• Act as a connector between customers, developers, consultants, and leadership.

Skills

Strong communication

Technical literacy

AI tool usage

Organization

Education

Bachelor's degree in CS/IT

Tools

Jira

Zendesk

ServiceNow

Dynamics

Job description

Dassian Inc. seeks a Customer Support Analyst to own the customer support queue end-to-end, triaging and resolving issues while leveraging AI tools daily. You will be the first contact for incoming tickets and will route bugs with clear steps to the right teams.

The role emphasizes ownership, strong communication, and building trusted relationships with customers. Ideal candidates have a technical mindset, are highly organized, and comfortable using ticketing platforms.