Customer Support Analyst

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

## Customer Support AnalystApply: Arizona: Full time: Posted 30+ Days Ago: R66299**Job Summary****Job Description****Position Summary****Dassian is seeking a Customer Support Analyst to serve as the single point of ownership for all customer support requests. You will own the queue end-to-end — triage, diagnosis, communication, routing, and follow-through — and work with AI tools daily as part of how you do the job.****This role is ideal for someone technically curious, highly organized, and excited about being at the center of how a software company supports its customers.****Key Responsibilities****• Own the support queue — every ticket has an owner, a status, and a next action****• Serve as the first point of contact for all incoming customer tickets****• Triage and classify issues: product defect, configuration question, feature request, or professional services engagement****• Resolve configuration and known issues directly without escalating to a developer****• Route bugs and defects to development with clear reproduction steps, system version, and customer context****• Maintain SLAs and provide regular reporting on response times, resolution rates, and backlog****• Build and maintain a knowledge base of common issues and resolutions****• Be the face of Dassian to our customers — someone who genuinely enjoys building relationships, takes ownership of customer outcomes, and makes customers feel heard even when the answer is complicated****• Act as the connector between customers, developers, consultants, and leadership****Qualifications****Required****• Must be a US Person (US Citizen or Lawful Permanent Resident) — required for access to customer environments subject to ITAR/export control regulations****• 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****• Highly organized with strong follow-through****• Comfortable using AI tools as a core part of daily work****Preferred****• Experience with ticketing platforms (Jira, ServiceNow, Zendesk, Dynamics)****• Familiarity with enterprise software (ERP, CRM, APIs)****• Experience with AI/LLM tools (Claude, ChatGPT, Copilot, etc.)****Worker Type**Regular**Number of Openings Available**1### \\*\\*Join the Dassian Family: Where Innovation Meets Excellence\\*\\*Are you ready to redefine the future of enterprise software solutions? At Dassian, we are a trailblazing team of visionaries, engineers, and innovators who thrive on transforming complex challenges into powerful, streamlined solutions. With our cutting-edge technologies and unwavering commitment to excellence, we empower businesses across the globe to achieve their full potential.As a member of the Dassian family, you'll be part of a dynamic and inclusive culture that fosters growth, collaboration, and personal development. Our employees are our greatest asset, and we are dedicated to nurturing your talents, supporting your career aspirations, and celebrating your successes.Join us on this exciting journey, and together, let's make an impact that resonates across industries. At Dassian, your creativity, passion, and expertise are the keys to unlocking a brighter, more innovative future. Explore limitless opportunities with us and be part of a legacy that shapes the world.Ready to take the next step in your career? Discover your potential at Dassian today!