Senior Technical Support Analyst
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- and often only team
- with daily, unfiltered visibility into how customers experience our platform in the real world. Our mandate is to deliver swift, effortless support experiences to customers during every interaction, while translating real-world visibility into clear, precise intelligence that EPD can act on. We ensure speed on the customer side and data precision on the escalation side are tightly executed for every single ticket.
• Every Ticket is a Data Point We treat every interaction as an intelligence opportunity, leaving an accurate trail of notes that directly builds subsequent Jira quality.
• We represent Orum to our customers, shaping how they feel about the product through communication that is consistent, warm, direct, and accountable. Role Summary The Technical Support Representative owns the front-line customer experience from ticket creation all the way to resolution. This role serves as the primary author of the customer relationship and the vital first filter in the product intelligence chain. Respond to all incoming tickets within internal SLA to ensure immediate customer acknowledgment. Work and resolve the majority of inbound customer queries independently using available resources, including AI tools, Troubleshooting Guides, Notion, and the Knowledge Base. Execute rigorous data capture discipline by gathering critical raw technical data—such as Org IDs, User IDs, timestamps, and reproduction steps—to cleanly document issues. Proactively surface process gaps, documentation needs, or trending product usability challenges to Senior Support and Support Management. Must Have: 2+ years of experience in Technical Support Experience troubleshooting software as a service (SaaS) Live chat, email support channel experience & operating ticket queues Experience with real-time troubleshooting, video conference troubleshooting, remote access troubleshooting (\"remote in\") Experience with DevRev and Jira Experience troubleshooting complex software integrations / Troubleshooting APIs Salesforce Sales App/Account Object experience Troubleshooting experience with telephony, VoiP, Networking Windows or Mac admin experience Proficiency in writing and optimizing complex SQL queries. Outreach, SalesLoft, HubSpot
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