SaaS Support Analyst with AI & Automation - Grow Fast

Sierra Interactive; United States; Remote; USD 45,000 - 75,000; Full time

Benefits offered by this job

Health, dental, and vision insurance

401(k) with matching

Paid time off 15 days

Paid holidays 10 days

12 weeks parental leave

Job summary

Sierra Interactive is a fully remote company with a 60+ distributed team, delivering real estate SaaS platforms for agents, teams, and brokerages across the U.S. and Canada.

The role blends traditional SaaS support with GenAI, low-code, and automation work, offering opportunities to build internal tooling and scale operations. You will help clients use our CRM and IDX websites, while exploring automation, documentation, and knowledge management to improve outcomes and efficiency.

Qualifications

• 1–3+ years in SaaS customer or technical support within a SaaS environment.
• Experience with GenAI, low-code, and automation is highly valued.
• Familiarity with HubSpot, Jira, Confluence and CRM systems is preferred.

Responsibilities

• Provide technical and account management support for Sierra's real estate websites and CRM platform.
• Investigate, troubleshoot, and document technical issues with cross-functional collaboration.
• Develop automation-driven solutions and documentation to improve workflows and efficiency.
• Create clear internal and customer-facing documentation for platform updates and best practices.
• Stay current on product updates and emerging technologies to expand capabilities.

Skills

GenAI & Automation

Low-code Platforms

Automation Mindset

Technical Troubleshooting

Tools

HubSpot

Jira

Confluence

CRM Systems

Windows

Google Workspace

Python scripting

RPA platforms

Zapier/Make

Job description

SaaS Support Analyst with AI & Automation - Grow Fast — Remote

This role sits at an interesting intersection of traditional SaaS customer support and emerging AI/automation work — a hybrid profile that's increasingly valuable in the market. The explicit call for GenAI, low-code, and automation experience signals that this isn't a pure ticket-resolver position; there's real scope to build and ship internal tooling.

Compensation context: No salary is listed, but SaaS Support Analyst roles in the US typically range from $45,000–$75,000 depending on experience and technical depth. The automation/AI component could push this toward the higher end of that band. It's worth negotiating if you bring hands-on Zapier, Make, or scripting experience.

• Practical GenAI prompt engineering and workflow automation (high demand, transferable across industries)
• Cross-functional collaboration and product feedback loops
• Technical documentation and knowledge management

Green flags: Profitable company (not burn-rate dependent), 60+ person fully remote team (mature remote culture), and genuine automation ownership scope suggest this isn't a dead-end support role. The "build-to-deploy ownership" language is unusual and positive for career growth.

Watch out for: No clear mention of career ladder or promotion paths. With only 1–3 years of experience required, upward mobility should be a key interview question. Also, phone-based support duties may limit async flexibility compared to purely ticket-based roles.

Overall, this is a solid entry/mid-level role for someone wanting to pivot from pure support into AI-augmented operations or technical customer success.

Sierra Interactive is a leading real estate SaaS platform helping agents, teams, and brokerages across the U.S. and Canada grow their businesses. Our products help customers generate more leads, close more deals, and operate more efficiently. We're a profitable, high-growth company with a fully remote team of 60+ employees and ambitious expansion goals over the next five years.

Job Summary

As a Sierra Interactive Support Analyst, you will provide excellent technical and account management support as our clients utilize our real estate websites and CRM platform. Your job is to ensure that our clients successfully use our software by providing the best education and technical support. You'll also bring a technically curious mindset to the role, finding opportunities to design, build, and deploy GenAI, low-code, and automated improvements that make our team and our clients more efficient.

Key Responsibilities

Customer Support & Technical Troubleshooting

• Become an expert in Sierra's real estate CRM, IDX websites, and platform functionality to provide knowledgeable, effective support.
• Provide technical, educational, and account management support through phone, email, and other support channels, approaching every customer interaction with patience, respect, and enthusiasm.
• Investigate, troubleshoot, and document technical issues, collaborating with platform experts and other teams to identify and resolve problems.
• Leverage internal resources, knowledge bases, and team expertise to deliver accurate, timely solutions.
• Recognize at-risk customers and proactively contribute to their recovery and overall success.
• GenAI & Innovation: Actively explore, test, and adopt emerging technologies — including GenAI tools (e.g., Claude, ChatGPT), low-code/no-code platforms, and automation tools — to build practical solutions, improve workflows, and expand the team's technical capabilities.
• Process Ideation: Observe workflows across Support and other teams, ask thoughtful questions, and identify opportunities to reduce manual effort through automation, AI, and process improvements.
• Solution Development & Deployment: Design, build, test, and implement automation-driven solutions, scripts, and workflows that improve efficiency, accuracy, and scalability.
• Documentation & Process Improvement: Develop and maintain clear documentation and repeatable processes that enable teammates to understand, support, and maintain deployed solutions. Continuously evaluate and refine workflows as tools, technologies, and business needs evolve.
• Create and maintain clear, accurate, and engaging internal and customer-facing documentation as Sierra's platform evolves.
• Share customer feedback, recurring issues, and frontline insights to help improve platform functionality, product development, and the overall customer experience.
• Collaborate cross-functionally on projects and initiatives that improve Support operations and the customer experience.
• Identify opportunities to improve team processes, support tools, and workflows as the customer base continues to grow.
• Stay current on product updates, new features, and emerging technologies to continuously expand your knowledge and support capabilities.

Requirements

Education & Experience

• High school diploma or GED.
• 1–3+ years of experience in customer support, technical support, product support, or customer success within a SaaS environment.

Technical Skills & Aptitudes

• Technical Foundations: Solid understanding of IT fundamentals, including hardware, software, networking, and internet technologies, with experience troubleshooting technical issues.
• Logical Thinking: Demonstrates analytical and logical thinking skills, including an understanding of variables, loops, conditional logic, and basic data manipulation.
• Technical Adaptability: Eager to explore and learn new technologies, with a demonstrated ability to independently adopt unfamiliar software, tools, and technical concepts.
• GenAI, Low-Code & Automation: Hands-on experience with, or strong interest in, GenAI tools (e.g., Claude, ChatGPT, Grok), low-code/no-code platforms, and workflow automation tools (e.g., Zapier, Make, Microsoft Power Automate, HubSpot workflows).
• Business Applications: Experience using HubSpot or comparable help desk platforms, Atlassian tools (e.g., Jira, Confluence), CRM systems, Windows, and Google Workspace.
• Additional Technical Experience: Familiarity with scripting languages (e.g., Python), RPA platforms (e.g., UiPath, Automation Anywhere), or AI-assisted development tools is a plus.

Problem-Solving & Continuous Improvement

• Automation Mindset: Approaches challenges with a natural "how can we make this easier?" mindset, proactively identifying opportunities to leverage automation, eliminate repetitive tasks, and build smarter, more efficient workflows.
• Process Improvement: Recognizes patterns, identifies inefficiencies, and proactively develops solutions that improve the experience for both customers and teammates.
• Build-to-Deploy Ownership: Comfortable taking an improvement from idea to implementation, including scoping, building, testing, documenting, deploying, and maintaining solutions.
• Initiative & Resourcefulness: Takes ownership of challenges, uses available resources effectively, and knows when to collaborate or seek additional expertise.
• Organization & Adaptability: Manages competing priorities with attention to detail and can quickly adjust focus as needs change.

Communication & Interpersonal Skills

• Customer-Centric Approach: Genuinely enjoys helping people and takes pride in providing thoughtful, effective support and solutions.
• Clear Communication: Strong written and verbal communication skills, with the ability to explain technical concepts and workflows in clear, conversational language.
• Customer De-escalation: Demonstrates patience, empathy, and professionalism when navigating difficult conversations and resolving customer concerns.
• Confidence & Accountability: Comfortable communicating directly with customers, including phone conversations to troubleshoot issues, provide updates, and deliver resolutions.
• Collaboration & Teamwork: Works effectively both independently and collaboratively, sharing knowledge and contributing to team success.
• Education & Knowledge Sharing: Enjoys teaching others, explaining technical concepts, and helping customers and teammates build confidence using new tools and features.

Additional Qualifications

• Comfortable and productive working in a fully remote environment.
• Real estate industry experience is a plus.
• Excellent medical, dental, and vision coverage — full cost covered for employee, with option to add spouse/partner and dependents.
• 401(k) retirement plan with up to 4% matching.

Is this role truly fully remote, or is there an office requirement? The role is fully remote. Sierra Interactive operates as a 100% remote company with over 60 distributed employees, and the job listing explicitly states candidates should be comfortable working in a fully remote environment.

What countries are eligible to apply for this position? The job description mentions serving clients across the U.S. and Canada, and the location hint specifies the United States. Applicants based in the US are the primary target; Canadian applicants may also be considered given the company's Canadian client base.

Does the role require previous real estate industry experience? No. Real estate experience is listed as a "plus" but is not required. The core requirements are 1–3+ years in SaaS customer or technical support, along with technical aptitude and an interest in AI/automation.

What benefits are included with this position? Benefits include fully employer-covered medical, dental, and vision insurance (with options for dependents), a 401(k) with up to 4% matching, 15 days PTO, 10 paid holidays, and 12 weeks of paid parental leave.

Is coding experience required for the AI and automation responsibilities? Full coding skills are not required, but familiarity with HTML, CSS, JavaScript, APIs, and JSON is listed as a requirement. Python scripting and RPA platforms are mentioned as a plus, while hands-on experience with low-code tools like Zapier or Make is strongly preferred.