TechnicalSupportAnalyst

CloudShare is a fast-growing AI-first SaaS company delivering virtual hands-on labs that help organizations drive customer acquisition, product adoption, skill development, and retention through realistic software experiences. Trusted by hundreds of enterprise organizations, CloudShare enables customers to deliver demos, training, POCs, onboarding, and certifications through secure, scalable virtual environments. 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. The ideal candidate is proactive, detail-oriented, and passionate about solving technical problems while delivering an exceptional customer experience in a fast-paced SaaS environment. ### 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 escalate 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. * Su