AI-Powered SaaS Support Analyst

CourseStorm; United States; Remote; USD 60,000 - 90,000; Full time

Benefits offered by this job

Flexible remote work

Health, dental, and vision insurance

Retirement plan

Paid holidays

Professional development

Job summary

CourseStorm is seeking a Support Analyst to join the Customer Success team in the United States. You will field technical questions, investigate issues, and deliver professional services, including integrations, data imports, and custom reports.

You’ll rely on AI-powered tools to streamline your work and enable you to explain complex information clearly to customers. You’ll own assigned support tickets from start to finish, reproduce issues, document findings, and escalate when needed.

Qualifications

• Bachelor’s degree from an accredited institution.
• Minimum 2 years in a SaaS technical support role.
• Experience with Jira, Zendesk, or similar ticketing tools.
• Experience with AI-first workflows and data integrations.
• Experience using SQL to retrieve and report data.
• Ability to explain technical concepts clearly in plain language.

Responsibilities

• Understand each customer’s need and use case in support interactions.
• Provide clear, practical guidance and ensure the solution fits the need.
• Reproduce issues, document findings, and escalate when needed.
• Own tickets from start to finish, including updates and resolution.
• Coordinate and deliver professional services projects.
• Contribute to Help Center articles and internal docs.
• Identify patterns and suggest product/process improvements.
• Leverage AI tools to organize and complete work efficiently.
• Operate within an ecosystem of connected platforms (ChatGPT, Slack, Jira, HubSpot, GitHub, Fellow).
• Support overall Customer Success objectives and customer sentiment.

Skills

SaaS support

SQL

Jira

Zendesk

AI workflows

APIs

Public speaking

Clear communicator

Education

Bachelor's degree

Tools

Jira

Zendesk

Zapier

APIs

Slack

HubSpot

GitHub

Fellow

Job description

CourseStorm is seeking a Support Analyst to join the Customer Success team in the United States. You will field technical questions, investigate issues, and deliver professional services, including integrations, data imports, and custom reports.

You’ll rely on AI-powered tools to streamline your work and enable you to explain complex information clearly to customers. You’ll own assigned support tickets from start to finish, reproduce issues, document findings, and escalate when needed.