Senior Client Support Analyst

Serving as a technical leader within the Client Support organization, the full-time remote Senior Client Support Analyst will manage complex client issues, drive technical investigations, and mentor junior analysts while ensuring operational excellence and proactive communication. Key responsibilities Own and resolve the organization's most complex client issues and executive escalations through thorough technical investigation Maintain ticket ownership from intake to resolution, prioritizing based on client impact and operational risk while ensuring accurate documentation Lead client communications, translating technical concepts for diverse audiences and maintaining client confidence throughout investigations Required qualifications 7-10 years of experience in technical support or customer service roles, preferably in healthcare technology or SaaS Proven ability to independently lead complex technical investigations involving multiple stakeholders Strong experience in technical troubleshooting and problem-solving, as well as creating or updating user documentation Excellent written and verbal communication skills, with experience leading client conversations Proficiency with Jira, Zendesk, or similar ticketing systems