Senior Technical Support Analyst

About the Role The Senior Technical Support Analyst is a high-level technical and client-facing role with a defined path toward department leadership. This role owns the most complex and escalated support cases, mentors junior associates, and acts as the primary coordination point between the support team and the Manager of Client Support. It emphasizes exceptional critical thinking and a deep understanding of each client’s environment. The position is fully remote with shifts aligned to Belgrade time (15-23h or 16-24h). What You'll Do

• Own escalated and high-priority support cases from intake through resolution, applying critical analysis to identify the most appropriate solution for each client’s operational context.
• Evaluate multiple potential solutions, ask probing questions, and actively listen to understand each client’s environment before recommending a resolution path.
• Serve as the primary point of coordination with the Manager of Client Support, communicating systemic issues, recurring bugs, and customer-reported feature gaps.
• Investigate and diagnose issues involving the company’s PHP-based web application and SQL database layer, working with developers to pinpoint root causes.
• Mentor and coach junior support associates on critical thinking approaches.
• Develop and maintain internal knowledge base articles, escalation workflows, and standard operating procedures.
• Track and prioritize product issue patterns, providing context to escalate to Product for roadmap and bug-fix decisions.
• Assist in onboarding and training new support team members.
• Participate in cross-functional meetings when needed; contribute to QA reviews of new platform features; assist with training materials. What We're Looking For
• Bachelor’s degree in IT or related field or comparable experience; 4+ years in technical support/SaaS, with 1–2 years in a senior/lead/escalation role.
• Exceptional critical thinking and analytical skills; ability to assess complex, multi-faceted issues and determine the right solution based on client needs.
• Strong research and documentation skills; ability to recreate client issues and document test paths.
• Working knowledge of Microsoft Windows Server, SQL Server, and IIS; PHP application behavior (reading logs, understanding errors, communicating findings to developers).
• Familiarity with SQL databases and the ability to run basic queries; Web Services and API experience.
• Excellent written and verbal English communication; highly organized, autonomous, and able to operate in a fully remote setting.
• Availability to work the required Belgrade-time shifts (15-23h or 16-24h). Nice to Have
• Hands-on experience with support platforms such as Zendesk, Freshdesk, Intercom, Zammad, or similar.
• Familiarity with parking, transportation, or point-of-sale technology.
• Familiarity with Agile or product-development workflows. Compensation & Benefits
• Salary and benefits not disclosed in posting.