Technical Support Analyst (Helpdesk)

Job Description

Job Description

About Bitfocus

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 escalate 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 escalate 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).

Remote work

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.

A note on AI use during hiring

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 your security

To protect yourself from recruitment scams: all official communication about this role will come from an @bitfocus.com email address or through our applicant tracking system, Greenhouse. Bitfocus will never ask you for payment, banking details, or sensitive personal financial information as part of our hiring process. If something feels off, reach out to us directly to confirm before responding.

A note on timing

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