Senior Client Support Analyst

Serving as a technical leader within the Client Support organization, the fully remote Senior Client Support Analyst will own the investigation and resolution of complex client issues, mentor developing analysts, and drive cross-functional collaboration to enhance operational excellence. Key responsibilities Own and resolve the organization's most complex client issues and executive escalations through thorough technical investigations Maintain ownership of support tickets from intake to resolution, ensuring accurate documentation and prioritization based on client impact Lead client communications, translating technical concepts for diverse audiences while setting realistic expectations throughout investigations Required qualifications 7-10 years of experience in technical support or client service roles, preferably in healthcare technology or SaaS Proven experience in leading complex technical investigations involving multiple stakeholders and ambiguity Strong expertise in technical troubleshooting and problem-solving Excellent written and verbal communication skills, with the ability to lead client conversations confidently Experience with ticketing systems such as Jira or Zendesk