Technical Support Analyst

CloudShare; Denver (CO); Hybrid; USD 54,000 - 66,000; Full time

Benefits offered by this job

Medical, Dental, Vision benefits

401K

Flexible PTO

12 Paid Holidays

Hybrid work model

Free Parking

Onsite Gym

Job summary

CloudShare, a fast-growing SaaS company, seeks a Technical Support Analyst to deliver high-quality technical support for its virtual lab platform. You will troubleshoot customer issues and improve their experience with the platform.

The role demands strong analytical skills and experience in a customer-facing technical job. The position offers medical, dental, and vision benefits, flexible PTO, and a hybrid work model with a modern office in downtown Denver.

Qualifications

• 2+ years of experience in Technical Support or similar role.
• Experience in a SaaS or cloud environment preferred.
• Strong troubleshooting and analytical skills.

Responsibilities

• Provide technical support through various communication channels.
• Troubleshoot and resolve technical issues for customers.
• Collaborate with internal teams to improve customer experience.

Skills

Troubleshooting

Analytical problem solving

Customer-oriented mindset

Excellent communication skills

Tools

Zendesk

Jira

Salesforce

Job description

CloudShare is a fast-growing SaaS company delivering secure, scalable virtual environments that enable organizations to collaborate, train, develop, and operate in cloud-based digital workspaces. Our platform powers virtual desktops, immersive collaboration, and secure remote infrastructure for enterprise and mid‑market customers worldwide.

We are looking for a customer‑focused and technically skilled Technical Support Analyst to join our growing global team. In this role, you will provide high‑quality technical support and troubleshooting assistance to customers using CloudShare's virtual lab and cloud environment platform. You will work closely with customers, Customer Success, Product, and Engineering teams to resolve technical issues, improve the customer experience, and ensure customers get the most value from our platform.

Responsibilities

• Provide technical support to customers via ticketing systems, email, Zoom, and other communication channels
• Troubleshoot, investigate, diagnose, and resolve platform, environment, connectivity, and user‑related technical issues
• Take ownership of customer issues and drive them through resolution in a timely, professional, and customer‑focused manner
• Collaborate closely with Engineering, Product, Customer Success, and Sales teams to elevate and resolve complex technical cases when needed
• Build strong customer relationships by educating customers on platform capabilities, best practices, and product functionality
• Monitor customer environments and identify recurring issues, trends, and opportunities for improvement
• Maintain accurate documentation of customer interactions, troubleshooting steps, resolutions, and internal knowledge base articles
• Support internal processes and contribute to improving support workflows, tools, and overall customer experience
• Continuously develop technical knowledge and product expertise to stay up to date with platform updates and new features
• Ensure timely communication and updates to customers throughout the support process

Requirements

• 2+ years of experience in Technical Support, Escalation Engineer or a similar customer‑facing technical role
• Experience working in a SaaS, cloud, or enterprise software environment — preferred
• Strong troubleshooting and analytical problem‑solving skills
• Technical aptitude with the ability to quickly learn new technologies and systems
• Familiarity with Windows and Linux operating systems, networking concepts, and cloud‑based environments — advantage
• Ability to prioritize, manage, and elevate customer issues effectively when needed
• Excellent written and verbal communication skills in English, with the ability to clearly explain technical solutions to customers
• Customer‑oriented mindset with a proactive, positive, and service‑focused approach
• Comfortable working cross‑functionally with Customer Success, Product, Engineering, and other internal teams
• Experience working with support/ticketing platforms such as Zendesk, Jira, Salesforce, or similar tools — advantage
• Highly organized, detail‑oriented, and able to work effectively in a fast‑paced environment

Benefits

• Medical, Dental, Vision benefits
• 401K
• Flexible PTO
• 12 Paid Holidays
• Hybrid work (3 days in office) with modern downtown Denver location
• Free Parking
• Onsite Gym

Compensation Range

$60,000 annual base salary + 10% discretionary annual bonus.