Talution Group · 3 days ago
Support Analyst (2 openings)
United States
Contract
Remote
Mid, Senior Level
3+ years expTalution Group is seeking an experienced Tier 2 Support Analyst for their Treasury Management Solutions. The role involves owning technical issue triage, conducting investigations, and collaborating with Engineering to resolve complex customer-reported issues while generating insights for product improvement.
EmploymentHuman ResourcesStaffing Agency
Responsibilities
Own the technical triage process for all Tier 1 escalations
Conduct in-depth investigations to determine root cause, scope, and business impact before engaging Engineering
Distinguish between issues that require Engineering involvement and those resolvable within Tier 2
Identify and document cross-cutting issues affecting multiple customers, products, or integrations
Curate and categorize issues to uncover recurring themes and systemic problems
Prioritize issues based on customer impact, frequency, severity, and business criticality
Proactively analyze support trends to identify emerging or systemic issues before they escalate
Connect related symptoms across tickets to uncover underlying platform, integration, or architectural problems
Maintain a holistic view of customer-reported issues across all product areas
Track and analyze metrics related to issue types, resolution timelines, and escalation paths
Identify opportunities for product improvements, automation, documentation, or self-service solutions
Produce high-quality escalation packages for Engineering, including reproduction steps, logs, impact analysis, and customer context
Partner closely with Product and Engineering to investigate and resolve complex technical issues
Translate customer-reported problems into clear technical requirements, and technical constraints back into customer-friendly language
Represent the customer voice and support insights in cross-functional discussions
Protect Engineering focus by ensuring only well-triaged, high-value issues are escalated
Maintain direct communication with customers during critical or complex investigations
Provide technical guidance, mitigation strategies, and workarounds while permanent fixes are developed
Set clear and realistic expectations around timelines, priorities, and outcomes
Lead technical deep-dive sessions to understand customer environments and configurations when needed
Develop and maintain technical documentation, runbooks, and troubleshooting guides
Build internal knowledge to enable Tier 1 teams to resolve recurring issues independently
Contribute to continuous improvement of support workflows, tooling, and escalation criteria
Mentor Tier 1 analysts on technical troubleshooting and analytical approaches
Qualification
Required
3–5 years of experience supporting enterprise SaaS applications, including 1–2 years in a senior, escalation, or Tier 2 role
Strong analytical and pattern-recognition skills with the ability to see connections across disparate issues
Systems-level thinking and an understanding of how distributed components interact
Working knowledge of APIs, web services, authentication protocols (SAML, OAuth, SSO), and system integrations
Familiarity with cloud-based SaaS architectures and platforms (AWS, Azure, or GCP)
Proven ability to triage complex technical issues and determine the correct resolution path
Experience analyzing data and trends to identify root causes and systemic problems
Sound judgment in prioritizing work based on customer impact and business value
Ability to separate symptoms from underlying causes
Comfortable operating with ambiguity and incomplete information
Excellent written communication skills for technical documentation and cross-team collaboration
Ability to explain complex technical concepts to both technical and non-technical audiences
Experience partnering across Support, Product, and Engineering teams
Strong customer-facing communication skills grounded in empathy and professionalism
Proactive and self-directed, with a natural instinct to investigate and improve
Curious, investigative mindset with a strong desire to understand root causes
Able to manage multiple high-priority issues without losing sight of broader patterns
Strong sense of ownership and accountability from investigation through resolution
Comfortable moving between deep technical analysis and high-level trend evaluation
Preferred
Experience in financial services, banking, or treasury management software
Familiarity with treasury operations, cash management, payments, or bank connectivity standards (SWIFT, BAI2, MT940, ISO 20022)
Background in implementations, professional services, or solutions engineering
Experience with ticketing and case management tools (Zendesk, Jira Service Management, ServiceNow)
Exposure to BI or data visualization tools for trend and pattern analysis
Knowledge of ITIL or other support frameworks
Company
Talution Group
Recruiting and Staffing firm focused on providing tech talent on a short-term contract basis.
11-50 employees
H1B Sponsorship
Talution Group has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (1)
2021 (1)
2020 (4)
Funding
Current Stage
Early StageLeadership Team
Ryan Pollock
Co-Founder & CRO
Company data provided by crunchbase