Technical Support Analyst (Helpdesk)

Bitfocus; United States; Remote; USD 39,000 - 82,000; Full time

Benefits offered by this job

Remote work

Internet stipend

Home office stipend

Health, dental, and vision coverage

Paid vacation and volunteer days

401(k) with company match

Job summary

Bitfocus is a fully distributed team offering a remote Technical Support role focused on Clarity Human Services. You’ll troubleshoot customer issues, guide users through the software, and Escalate bugs with clear Jira tickets. The role includes growth toward more complex tickets and greater independence.

Applicants with a year of customer-facing support, a technical background, and strong communication will thrive. The organization supports health, mental health, and work-life balance.

Qualifications

• At least 1 year in a customer-facing support role.
• Degree or certification in computer science, information technology, or related field, or equivalent experience.
• Diagnostic curiosity to identify root causes and offer solutions or workarounds.
• Clear communication to explain technical concepts to varied audiences.
• Calm under pressure with accurate information and expectations management.
• Strong organization and attention to detail across multiple inquiries.
• Collaborate with remote teams and stay self-directed.

Responsibilities

• Resolve customer issues by researching and deploying solutions and escalating when needed.
• Guide customers through Clarity Human Services, building outputs and using reporting features.
• Troubleshoot bugs and create Jira tickets with detailed information.
• Spot risk early and use judgment to protect customer data and deadlines.
• Build shared knowledge through documentation, FAQs, and knowledge base updates.
• Help ship better releases by joining pre-release testing and QA/QC.
• Be the voice of the customer by feeding feedback to internal teams.
• Keep learning by staying current on releases, HUD reporting specs, and trainings.

Skills

Customer-facing support experience

Technical foundation

Diagnostic curiosity

Clear communication

Calm under pressure

Organization and attention to detail

Collaboration and self-direction

Education

Degree or certification in CS/IT

Tools

Jira

Job description

At Bitfocus, our mission is simple but ambitious: help end homelessness. We build and support Clarity Human Services, the technology that powers communities across the country in connecting people experiencing homelessness with the resources they need.

We lead with care, innovate with insider knowledge, and believe deeply in the power of community. We know strong candidates don't always look the same on paper, so if you're excited about this role, we'd love to hear from you. People with lived experience of homelessness are strongly encouraged to apply.

About the role

Communities rely on Clarity Human Services to meet HUD reporting deadlines and keep their day-to-day data work moving, and when something gets in the way, you're the person who gets them unstuck. If you love helping people through frustrating technical problems, you'll troubleshoot customer issues, turn them into clear answers, and elevate bugs to our developers through Jira. This is a fully remote role reporting to the Technical Support Manager, with a defined career track that lets you take on more complex tickets and more independence as your skills build.

About the Technical Support team

Our Technical Support team is the front line for the customers who rely on Clarity Human Services every day. We work as a tiered, collaborative team, handing off to each other and to development with the detail needed to keep customers moving. Our focus areas include:

• Customer troubleshooting and issue resolution
• Escalation management and bug reporting
• HUD and Federal Partner reporting support
• Data analysis and software navigation guidance
• Documentation and knowledge base content
• Pre-release testing and customer experience feedback

What you'll do

Resolve customer issues. Work technical support tickets at your tier, researching and deploying solutions for new and emerging problems and escalating to the next tier when it's the right call.

Guide customers through the software. Help customers navigate Clarity Human Services, build and edit data outputs, and use reporting efficiently, including HUD and Federal Partner reporting and data analysis.

Troubleshoot bugs and escape with care. Identify bugs, create Jira tickets independently, and include enough detail that the receiving team doesn't need to go back to the customer.

Spot risk early and use your judgment. Recognize when an issue could affect a customer's data, reporting deadlines, or compliance, and flag it quickly rather than waiting for it to grow.

Build our shared knowledge. Partner with the documentation team on user guides, FAQs, and knowledge base articles so the next customer finds the answer faster.

Help us ship better releases. Join pre-release sprint testing and QA/QC with the development team, and report your results clearly.

Be the voice of the customer. Gather feedback, notice patterns in pain points, and propose improvements to the Customer Experience team and other stakeholders.

Keep learning. Stay current on new releases, enhancements, and HUD reporting specifications, and take on special projects and training assigned by the Technical Support Manager or Shift Lead.

You'll know you're succeeding when...

Your tickets are resolved or escalated within your tier's scope, with clear notes on what you did.

Your escalations to the next tier or to Jira arrive with everything the receiving team needs, with no re-asking the customer.

Customers tell us your guidance on software use, reporting, and data analysis was accurate and usable.

The guides, FAQs, and knowledge base articles you contribute to are accurate and current.

Your pre-release testing results are documented and shared with the development team, and your customer feedback is logged with proposed improvements.

You're resolving more complex tickets on your own, and moving up in scope as a result.

What you bring

Customer-facing support experience. At least 1 year in a customer-facing support role, helping customers, troubleshooting technical issues, and delivering great service.

A technical foundation. A degree or certification in computer science, information technology, or a related field, or equivalent professional experience.

Diagnostic curiosity. You dig into problems, find root causes, and offer solutions or workarounds.

Clear communication. You explain technical concepts in writing and out loud to both technical and non-technical audiences.

Calm under pressure. You listen actively, give accurate information, and manage customer expectations when things get tense.

Organization and attention to detail. You juggle multiple inquiries without dropping the details.

Collaboration and self-direction. You share what you know, work well with other teams, and stay connected and productive on a remote team.

Nice to have

• Experience in a technical or IT support environment.
• Experience working on a completely remote team.
• Experience with Clarity Human Services HMIS.
• Knowledge of HMIS industry standards and regulations.
• Familiarity with technical support best practices.

Why Bitfocus

We invest in your health, growth, and life outside of work:

Exceptional culture, real mission. Join a team that leads with care and is genuinely committed to getting this work right.

Comprehensive healthcare. 100% employer-paid medical, dental, and vision coverage for employees, including free virtual medical and mental health visits through Healthiest You regardless of plan enrollment.

Mental health support. A confidential Employee Assistance Program plus in-network therapy options.

Generous parental leave. 12 weeks paid, for growing families.

Real time to recharge. Three weeks paid vacation, two paid volunteer days, and a paid R&R Week at year-end.

Retirement match. 401(k) with a 4% company match.

Remote-life stipends. Monthly internet and home office stipends to help you do your best work from wherever you are.

Wellness programming. Year-round physical, emotional, financial, and social wellness resources through our EmpowerLinc program.

A path forward. Defined career growth plans for every role.

Optional extras. Voluntary pet and legal insurance.

Compensation

We're committed to competitive, equitable pay. Compensation bands reflect market data for comparable roles in and adjacent to the HMIS industry, adjusted for the specialized nature of our work. Where you land depends on your experience, skills, and the complexity you bring to the role. Compensation is not location-based.

The targeted compensation range for this role is $39,000-$82,000 and includes eligibility for variable compensation (bonus) .

Bitfocus is a fully distributed team, and this role is remote. You'll need a reliable internet connection and a workspace where you can focus and take calls without interruption. We provide a monthly stipend to help cover your internet costs, plus a home office stipend when you join, so you're set up to succeed from day one.

Equal opportunity

Bitfocus is an equal opportunity employer. We don't tolerate discrimination on the basis of gender, age, sexual orientation, race, nationality, ethnicity, religion, disability, or veteran status. We hire and promote based on skills, experience, and potential, and we work to reduce bias at every stage of our process, including through structured interviews. We're also committed to providing reasonable accommodations for candidates with disabilities throughout the hiring process.

We know candidates use AI tools to help prepare applications, and that's okay — we'd just ask that what you submit and say in interviews reflects your own understanding and experience. On our end, a human is always involved in reviewing your application and making hiring decisions; AI may support parts of our process, but it doesn't replace our judgment about who you are and whether this is a good fit.

A note on timing

Applications will be reviewed on a rolling basis. To ensure consideration, please apply by 11/21/2026.

U.S. Standard Demographic Questions

As Bitfocus remains committed to fostering a workplace culture of inclusivity and belonging, our Talent Acquisition Program plays a vital role in shaping that culture and workplace composition to celebrate individual differences and promote equal opportunities for all.We put that commitment to action by integrating focused practices into our recruitment and hiring processes, ensuring that candidates from all backgrounds and perspectives feel a sense of inclusion and belonging from their first touch point with Bitfocus and throughout the entire recruitment process, regardless of result and beyond.

Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, marital status, ancestry, physical or mental disability, sexual orientation, gender identity or expression, or veteran status.

Completion of this form is entirelyvoluntary. Whether you fill out these questions or not will not be considered in the hiring process or thereafter. Any information you provide is strictly confidential and is not tied to your direct application. Information provided can help us improve our hiring practices over time.