Senior Technical Support Analyst
About this role
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.
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