Technical Support Analyst

Sierra Interactive is a leading real estate SaaS platform helping agents, teams, and brokerages across the U.S. and Canada grow their businesses. Our products help customers generate more leads, close more deals, and operate more efficiently. We’re a profitable, high-growth company with a fully remote team of 60+ employees and ambitious expansion goals over the next five years.

Job Summary:

As a Sierra Interactive Support Analyst, you will provide excellent technical and account management support as our clients utilize our real estate websites and CRM platform. Your job is to ensure that our clients successfully use our software by providing the best education and technical support. You’ll also bring a technically curious mindset to the role, finding opportunities to design, build, and deploy GenAI, low-code and automated improvements that make our team and our clients more efficient.

Requirements

Key Responsibilities:

Customer Support & Technical Troubleshooting

• Become an expert in Sierra's real estate CRM, IDX websites, and platform functionality to provide knowledgeable, effective support.
• Provide technical, educational, and account management support through phone, email, and other support channels, approaching every customer interaction with patience, respect, and enthusiasm.
• Investigate, troubleshoot, and document technical issues, collaborating with platform experts and other teams to identify and resolve problems.
• Leverage internal resources, knowledge bases, and team expertise to deliver accurate, timely solutions.
• Recognize at-risk customers and proactively contribute to their recovery and overall success.

Technical Curiosity, AI & Automation

• Technical Curiosity & AI Innovation: Actively explore, test, and adopt emerging technologies, including GenAI (e.g., Claude, ChatGPT), low-code/no-code platforms, and automation tools, to build practical solutions, improve workflows, and expand the team's technical capabilities.
• Process Ideation: Observe workflows across Support and other teams, ask thoughtful questions, and identify opportunities to reduce manual effort through automation, AI, and process improvements.
• Solution Development & Deployment: Design, build, test, and implement automation-driven solutions, scripts, and workflows that improve efficiency, accuracy, and scalability.
• Documentation & Process Improvement: Develop and maintain clear documentation and repeatable processes that enable teammates to understand, support, and maintain deployed solutions. Continuously evaluate and refine workflows as tools, technologies, and business needs evolve.

Collaboration, Knowledge Sharing & Continuous Improvement

• Create and maintain clear, accurate, and engaging internal and customer-facing documentation as Sierra's platform evolves.
• Share customer feedback, recurring issues, and frontline insights to help improve platform functionality, product development, and the overall customer experience.
• Collaborate cross-functionally on projects and initiatives that improve Support operations and the customer experience.
• Identify opportunities to improve team processes, support tools, and workflows as our customer base continues to grow.
• Stay current on product updates, new features, and emerging technologies to continuously expand your knowledge and support capabilities.

Requirements:

Education & Experience

• High school diploma or GED.
• 1–3+ years of experience in customer support, technical support, product support, or customer success within a SaaS environment.

Technical Skills & Aptitudes

• Technical Foundations: Solid understanding of IT fundamentals, including hardware, software, networking, and internet technologies, with experience troubleshooting technical issues.
• Logical Thinking: Demonstrates analytical and logical thinking skills, including an understanding of variables, loops, conditional logic, and basic data manipulation.
• Technical Adaptability: Eager to explore and learn new technologies, with a demonstrated ability to independently adopt unfamiliar software, tools, and technical concepts.
• GenAI, Low-Code & Automation: Hands-on experience with, or strong interest in, GenAI tools (e.g., Claude, ChatGPT, Grok), low-code/no-code platforms, and workflow automation tools (e.g., Zapier, Make, Microsoft Power Automate, HubSpot workflows).
• Web Technologies & Integrations: Familiarity with HTML, CSS, JavaScript, APIs, JSON, and DNS.
• Business Applications: Experience using HubSpot or comparable help desk platforms, Atlassian tools (e.g., Jira, Confluence), CRM systems, Windows, and Google Workspace.
• Additional Technical Experience: Familiarity with scripting languages (e.g., Python), RPA platforms (e.g., UiPath, Automation Anywhere), or AI-assisted development tools is a plus.

Problem-Solving & Continuous Improvement

• Problem-Solving & Automation Mindset: Approaches challenges with a natural "how can we make this easier?" mindset, proactively identifying opportunities to leverage automation, eliminate repetitive tasks, streamline processes, and build smarter, more efficient, and scalable workflows.
• Process Improvement: Recognizes patterns, identifies inefficiencies, and proactively develops solutions that improve the experience for both customers and teammates.
• Build-to-Deploy Ownership: Comfortable taking an improvement from idea to implementation, including scoping, building, testing, documenting, deploying, and maintaining solutions.
• Initiative & Resourcefulness: Takes ownership of challenges, uses available resources effectively, and knows when to collaborate or seek additional expertise.
• Organization & Adaptability: Manages competing priorities with attention to detail and can quickly adjust focus as needs change.

Communication & Interpersonal Skills

• Customer-Centric Approach: Genuinely enjoys helping people and takes pride in providing thoughtful, effective support and solutions.
• Clear Communication: Strong written and verbal communication skills, with the ability to explain technical concepts, platform functionality, and workflows in clear, conversational language.
• Customer De-escalation: Demonstrates patience, empathy, and professionalism when navigating difficult conversations and resolving customer concerns.
• Confidence & Accountability: Comfortable communicating directly with customers, including phone conversations to troubleshoot issues, provide updates, and deliver resolutions.
• Collaboration & Teamwork: Works effectively both independently and collaboratively, sharing knowledge and contributing to team success.
• Education & Knowledge Sharing: Enjoys teaching others, explaining technical concepts, and helping customers and teammates build confidence using new tools and features.

Additional Qualifications

• Comfortable and productive working in a fully remote environment.
• Real estate industry experience is a plus.

Benefits

• Excellent medical, dental, and vision coverage. Full cost covered for employee, and option to add spouse/partner and dependents.
• 401k retirement plan (up to 4% matching).
• 15 days PTO, 10 paid holidays.
• 12 weeks of paid parental leave.