Remote Enterprise SaaS Support Analyst - AI & Automation

RYZ Labs; United States; Remote; USD 55,000 - 96,000; Part time

Job summary

Ryz Labs is seeking a Customer Support Analyst to join its customer success team. This remote, contractor role focuses on enterprise B2B SaaS customers, solving technical problems, handling escalations with engineering and product, and building scalable AI-powered tooling.

You will analyze support data, improve CS workflows, contribute to docs, and help onboard new teammates. Advanced English required; experience with HubSpot and cloud tech is a plus.

Qualifications

• 6+ years in technical support, customer success engineering, or SaaS operations.
• Experience handling enterprise escalations and customer-facing technical communication.
• Strong SQL skills and experience with PostgreSQL or MSSQL.
• Hands-on scripting or development experience, ideally in Python or JavaScript.
• Solid understanding of REST APIs, webhooks, and integrations.
• Experience using AI tools and APIs to automate CS workflows.
• Experience with SSO/SAML and cloud environments such as AWS or Azure.
• Advanced English, written and spoken.

Responsibilities

• Act as a technical point of contact for enterprise customers, joining calls and communicating action plans, progress," and resolutions.
• Handle escalations end to end, working closely with engineering and product teams.
• Investigate technical issues through log analysis, SQL queries, debugging, and root cause analysis.
• Build AI-powered tools and automations to reduce time-to-first-response and scale CS workflows.
• Analyze support ticket data and turn it into clear reports for Product and leadership.
• Help build and improve CS communication workflows (e.g., HubSpot), including A/B testing to improve engagement.
• Contribute to documentation and knowledge base practices for self-serve by customers and internal teams.
• Share knowledge with teammates and help onboard new team members.
• Support pre-sales conversations and product capability assessments when needed.

Skills

SQL

Python/JavaScript

REST APIs

AI tooling

SSO/SAML

Cloud (AWS/Azure)

Enterprise support

Advanced English

Data analysis

Tools

HubSpot

Jira

Confluence

Jira Service Management

ScriptRunner

Job description

Ryz Labs is seeking a Customer Support Analyst to join its customer success team. This remote, contractor role focuses on enterprise B2B SaaS customers, solving technical problems, handling escalations with engineering and product, and building scalable AI-powered tooling.

You will analyze support data, improve CS workflows, contribute to docs, and help onboard new teammates. Advanced English required; experience with HubSpot and cloud tech is a plus.