Technical Support Analyst

Role Overview

Sureify is looking for an organized, curious Technical Support Analyst to join our Client Support Services team. This role is for someone who wants to be at the intersection of client support, technical investigation, and operations.

In today's evolving tech landscape, the most effective support professionals are multi-disciplinary — capable of bridging client business flows and internal technical execution. Your primary mission is to ensure that issues raised in multi-vendor environments are clearly understood, documented, and routed to the right teams. You are the technical translator who makes sure nothing is lost between what the client describes and what our engineers need to act on to resolve the issue.

Key Responsibilities

• Multi-Vendor Triage & Translation: Participate in triage calls involving clients and 3rd-party vendors. Analyze reported issues and determine if the reported issue falls within Sureify systems or an external partner and direct the resolution path accordingly. Translate client discussions into clear, actionable tickets.
• Investigation and Analysis: Reproduce reported issues and establish what the data actually shows — querying database tables with SQL, reviewing application logs, and inspecting API responses — so every ticket you raise carries technical context an engineer can a