Technical Support Analyst Tilt
Technical Support Analyst Tilt
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$ 110000 - 110000
1 Vacancy
Job Description
Technical Support Analyst @ Tilt
Team: Product
Tilt (check us out here) is looking for a Technical Support Analyst to join our team and help us scale our business by providing toptier support to customers navigating technical challengesespecially around integrations. Youll be the goto person for figuring out the tough stuff and making sure our product works smoothly with others. We want you to be successful here at Tilt! Below is a description of your role and responsibilities including the things you will be held accountable for and the virtues behaviors and competencies that are expected for this role.
Job Description:
- Supporting customers with integrationrelated issues (like syncing data login hiccups or API questions)
- Troubleshooting and diagnosing complex technical problemsthen clearly explaining them in a humanfriendly way
- Collaborating with Product Engineering and Customer Success to make sure problems get solved quickly and dont come back
- Escalating issues when needed and making sure our engineers have everything they need to jump in
- Writing and updating help docs FAQs and internal resources to make support easier for everyone
- Keeping an eye on common trends and helping us stay ahead of potential issues
- Advising partners and customers on whats technically possible and how to get the most out of Tilt
Youre a great fit if:
- You have 24 years of experience in a customerfacing technical support implementation or success role at a SaaS company
- You have supported users through integration issues including APIs SSO or data syncing between systems
- You have worked directly with engineering or product teams to triage and escalate bugs or complex technical issues
- You have written clear helpful documentation or troubleshooting guides for customers or internal teams
- You have managed support cases using tools like Zendesk Intercom Salesforce or similar platforms
- You have used (or supported) platforms that involve data flows system configurations or thirdparty app integrations
- You have provided proactive support catching issues before they become widespread problems
- You have high levels of empathy and can connect deeply with Tilts mission
- You are a comfortable using a lot of systems at once and have the ability to learn software quickly
- You are fearlessly flexible and curious; aka you thrive in an environment where we dont have all the answer but are willing to help us figure them out
- You have experience working with a startup and/or with a B2B SaaS business
Virtues/Competencies
1. Health & Family First
You balance work and personal life effectively
You get things done at a pace consistent with the business needs
You show up and are reliable
You encourage others to put their health and family first
2. Autonomy Team. Always
You are highly organized and can manage multiple priorities and deadlines at once
You are focused on scale and building you understand that pace is equally as important as quality
3. Be Curious
When you dont have all of the answers you dig in and ask questions
You dont let negative assumptions drive your actions and instead assume positive intent and find truth
You are intentional in discovering the paths of self development Tilt has to offer and seek out opportunities to engage in professional growth
4. Love Our Customers
You show empathy and compassion; you strive to meet people where they are to offer maximum support
5. Fearlessly Flexible
You go with the flow and deal with (lots) of ambiguity
Youre not afraid to work without clear direction
Total Compensation
The projected annual salary range is $100000 $110000 USD plus stock options (ISOs) because we believe everyone should have some stake in our business. We are peoplefirst and this aint some PR jazz we truly give a about our peeps!
Additional benefits include:
Comprehensive medical dental and vision benefits paid at 100 for all employees and 50 for dependents.
401k match 100 match on the first 3 50 match on the next 2
$100 monthly to spend on What Matters Most
Responsible Time Off take what you need when you need it!
More about our amazing Perks and Benefits can be found here!
More about Tilt
Tilts mission is big: make leave not suck. We are building a product that makes it easy for people to switch between work and life. If you join us youll be part of a fearless band of humans helping employers balance empathy with economics. Were changing the status quo and its hard. You should know that now. You should also know that joining Tilt means the opportunity to be a changemaker. Were thinkers doers revolutionaries dreamers get doneers and bold enough to tackle a really complex space.
Remote Work & Flexibility
We are a fully remote company. We are committed to being fearlessly flexible and ensuring that all employees are set up and have the autonomy to do their best work as well as have the balance to care for their health family and life outside of work. Overall we trust our team and are focused on outcomes not outputs.
Equal Opportunity Employer
We celebrate and support our differences. We believe in the power of equality which is why we are an equal opportunity employer. Employment at Tilt is based solely on a persons merit and qualifications related to their professional competence. Tilt does not discriminate against any employee or applicant because of race color creed religion sexual orientation gender identity/expression national origin disability age genetic information veteran status marital status pregnancy or any other basis protected by law. We comply with all applicable national state and local laws pertaining to nondiscrimination and equal opportunity.
You must be authorized to work in the US.
So what do you say Do you want to join our team
Required Experience:
IC
Employment Type
Full-Time
