SaaS Support Analyst — AI-Driven, Remote

CourseStorm; Maine; Remote; USD 65,000 - 85,000; Full time

Benefits offered by this job

Flexible remote work

Health, dental, and vision insurance

Short-term disability and life保险

Retirement plan

Employee Assistance Program

Paid holidays

Unlimited PTO

Paid professional development

Home office budget

Personal learning stipend

Competitive compensation

Job summary

CourseStorm is seeking a curious, resourceful Support Analyst to provide exceptional customer support and high-quality technical solutions. You’ll join our Customer Success team to field technical questions, investigate problems, and deliver services including integrations, data imports, and custom reports.

You’ll use AI-powered tools to streamline work and focus on customer outcomes, combining technical skill with clear communication and dependable follow-through to help customers feel

Qualifications

• Bachelor’s degree from an accredited institution.
• At least 2 years in a SaaS technical support role.
• Experience with Jira or Zendesk ticketing systems.
• Experience with AI-first workflows.
• Experience with software integrations (Zapier, APIs).
• Experience using SQL to retrieve, investigate, and report on data.

Responsibilities

• Understand customer needs and use cases in each interaction.
• Provide clear, practical guidance to resolve issues.
• Reproduce issues, document findings, and escalate when needed to Product/Engineering.
• Own support tickets from start to finish.
• Deliver assigned professional services projects.
• Contribute to Help Center articles and internal docs.
• Identify patterns and recommend product/process improvements.
• Use AI and connected tools to stay organized and accurate.
• Operate across ChatGPT, Slack, Jira, HubSpot, GitHub, Fellow, etc.
• Support Customer Success objectives.

Skills

SaaS support

AI-first workflows

SQL queries

Public speaking

Communication

Problem solving

Education

Bachelor's degree

Tools

Jira

Zendesk

Zapier

APIs

GitHub

Job description

CourseStorm is seeking a curious, resourceful Support Analyst to provide exceptional customer support and high-quality technical solutions. You’ll join our Customer Success team to field technical questions, investigate problems, and deliver services including integrations, data imports, and custom reports.

You’ll use AI-powered tools to streamline work and focus on customer outcomes, combining technical skill with clear communication and dependable follow-through to help customers feel