Unanet
TechnicalSupportAnalyst
Neural analysis suggests this role is
optimal for Mid candidates.
“Technical Support Analyst at Unanet. Skills: Customer Success, Technical Support, AI-assisted workflows. Evaluate client issues. Troubleshoot client issues”
What You'll Achieve.
Meet contractual SLAs
Industry & Context.
Complex troubleshooting; Troubleshooting
Work 9:00am – 6:00pm ET
What They're Looking For.
Must Have
3+ years software technical support experience, Verbal communication skills, Written communication skills, Customer-facing communication skills, Provide written technical support, Provide verbal technical support, Leverage ticketing software, Leverage email, Leverage web meetings, Interpersonal skills, Team skills, Ability to work remotely, Work cross-functionally with SMEs, Formulate responses to customers, Properly document actions, Use AI-assisted knowledge retrieval, Identify and apply known resolutions, Provide feedback to improve AI accuracy, Work 9:00am – 6:00pm ET
Nice to Have
Experience using AI-assisted support tools, High level of initiative, Ability to work autonomously, Ability to work in a team, Prior experience supporting enterprise web applications, Prior experience supporting enterprise mobile applications, Prior experience with SQL, Demonstrated ability to write basic SQL queries
What You'll Do.
Evaluate client issues
Troubleshoot client issues
Set clear expectations
Provide timely updates
Provide meaningful updates
Demonstrate case ownership
Coordinate phone calls
Participate in release-verification tasks
Troubleshoot web application issues
Troubleshoot mobile application issues
Identify ticket trends
Proactively address potential issues
Capture business impact
How You'll Work.
Team & Collaboration
Work cross-functionally; Work with subject matter experts
Communication Scope
Verbal communication; Written communication; Customer-facing communication
Process & Methodology
Case ownership
Full Job Description
Our growing Support Team is looking for a Technical Support Analyst who thrives in an AI-augmented environment. You will leverage intelligent tools for ticket triage, trend detection, and knowledge management, freeing you to focus on complex troubleshooting, customer relationships, and continuous improvement of our AI-assisted workflows. What You’ll Do Evaluate and troubleshoot client issues Set clear expectations and provide timely, meaningful updates on active issues Demonstrate strong case ownership from intake through resolution Coordinate phone calls, emails, and meetings to support our customers Participate in release-verification tasks Meet contractual Service Level Agreements (SLAs) for first response and ticket resolution Troubleshoot both web and mobile application issues that may arise Identify ticket trends, and proactively address potential issues Act as the voice of the customer by capturing business impact Your First 90 Days In your First 30 Days Learn our product features and how we support our customers Become proficient with Unanet’s ticketing system and common resolutions Familiarize self with current support knowledge and AI tools Enroll in and complete Unanet product training In your First 60 Days Begin owning customer support requests Provide AI-assisted responses to common, recurring customer issues Escalate effectively with clear technical context, business impact, and urgency Route tickets for other groups and update customers on progress Meet contractual Service Level Agreements (SLAs) for first response and ticket resolution In your First 90 Days Begin showing greater autonomy and discretion with owned tickets Leverage your team as needed on more complex technical support requests Demonstrate proficiency in our web and mobile offerings Who You Are 3+ years of software technical support experience Strong verbal, written, and customer-facing communication skills Ability to provide both written and verbal technical support to customers, lever
Applying for this Technical Support Analyst role?
Most applicants get filtered before a human reads their resume. See if yours makes the cut.
How to Apply on Greenhouse
- Create a Greenhouse profile before applying — it saves time across multiple applications.
- Upload your resume as a PDF; the parser handles it better than Word.
- Answer all knockout questions carefully — wrong answers auto-reject before a human sees you.
- Enable email notifications to track application status in real time.
ANONYMOUS · UNFILTERED
What do employees actually say about Unanet?
Real rants from real employees. Read before you apply.