Client-Focused Technical Support Analyst & Translator

Sureify; United States; Remote; USD 66,000 - 88,000; Full time

Job summary

Sureify is seeking an organized Technical Support Analyst to join the Client Support Services team. This role sits at the intersection of client support, technical investigation, and operations.

You will bridge client descriptions and engineers, ensuring clear, actionable tickets and timely resolutions across multi-vendor environments. The position emphasizes proactive, precise communication and structured documentation.

Qualifications

• 2+ years of experience in technical support, IT operations, coordination, or a data-adjacent role.
• Working understanding of how web applications and APIs work and basic troubleshooting skills.
• SQL querying is required; familiarity with JQL and NRQL is a plus.
• Proactive, organized, and analytical mindset; able to own follow-ups.

Responsibilities

• Multi-Vendor Triage & Translation: triage calls with clients and vendors and direct resolution path.
• Investigation and Analysis: perform initial issue investigation, query data, review logs, add context to tickets.
• Ticket Creation: translate discussions into clear internal tickets for teams.
• Global Coordination: coordinate with India-based engineers, including early-morning syncs.
• Internal Documentation Management: design and structure Confluence sites and keep content current.
• Client Satisfaction: manage surveys, analyze feedback, and present insights to leadership.

Skills

Analytical mindset

Proactive

Organizational skills

Clear communication

Education

Bachelor's degree in Information Systems, Computer Science, Business, or related field

Tools

SQL

JQL

NRQL

Job description

Sureify is seeking an organized Technical Support Analyst to join the Client Support Services team. This role sits at the intersection of client support, technical investigation, and operations.

You will bridge client descriptions and engineers, ensuring clear, actionable tickets and timely resolutions across multi-vendor environments. The position emphasizes proactive, precise communication and structured documentation.