Remote SaaS Support Analyst - AI & Automation

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

Benefits offered by this job

Excellent medical, dental, and vision

401k retirement plan (matching)

Paid time off: 15 days PTO + 10 paid H

Parental leave: 12 weeks

Job summary

Sierra Interactive, a leading real estate SaaS platform, enables agents and brokerages across the U.S. and Canada to grow their business.

The company is fully remote with a 60+ employee team and ambitious expansion plans. As a Sierra Interactive Support Analyst, you will deliver technical and account management support for our websites and CRM platform, while exploring GenAI, low-code, and automation improvements to boost efficiency for teams and clients.

Qualifications

• 1–3+ years in SaaS customer or technical support.
• Solid IT fundamentals and ability to troubleshoot issues.
• Familiar with GenAI, low-code and automation tools is a plus.
• Knowledge of HTML, CSS, JavaScript, APIs, JSON, DNS.
• Experience with HubSpot, Jira, Confluence, CRM systems, Windows and Google Workspace.

Responsibilities

• Provide excellent customer support and technical troubleshooting for Sierra's real estate CRM and IDX platforms.
• Assist clients via phone, email, and other channels with empathy and clarity.
• Investigate issues, document findings, and collaborate to resolve them.
• Develop and maintain clear internal and external documentation and repeatable processes.
• Proactively identify at-risk customers and contribute to their success.

Skills

Customer support

Technical troubleshooting

AI/Automation interest

Documentation

Communication

Collaboration

Education

High school diploma or GED

SaaS support experience (1–3+ years)

Tools

HubSpot

Jira

Confluence

CRM systems

Windows & Google Workspace

HTML/CSS/JavaScript basics

Python (benefit)

Job description

Sierra Interactive, a leading real estate SaaS platform, enables agents and brokerages across the U.S. and Canada to grow their business.

The company is fully remote with a 60+ employee team and ambitious expansion plans. As a Sierra Interactive Support Analyst, you will deliver technical and account management support for our websites and CRM platform, while exploring GenAI, low-code, and automation improvements to boost efficiency for teams and clients.