Support Analyst

Job Summary: 

Gravitate is looking for a Customer Experience Support Analyst to strengthen the front line of our customer support organization as we scale. This role is ideal for someone who combines strong customer instincts, urgency, sound judgment, and clear communication in a fast-moving software environment.

You will own incoming support requests, drive timely resolution or escalation, and help ensure customers receive a fast, consistent, high-quality experience. This role is not only about handling tickets well, it is also about improving how support operates. The right person will help refine triage, strengthen documentation, improve workflows, identify recurring issues, and contribute to the systems and knowledge foundation that enable scale.

The ideal candidate is highly organized, calm under pressure, customer-centered, and proactive about finding better ways to work. They know how to manage volume without losing quality, recognize when issues need to move quickly to Tier 2 or engineering, and take pride in making support more efficient, more consistent, and more scalable over time. 

Key Responsibilities: 

• Own and manage a high volume of incoming support tickets, ensuring timely, accurate, and professional handling from intake through resolution or escalation
• Deliver clear, proactive customer communication on issue status, next steps, and expected timelines
• Triage requests quickly and effectively, applying sound judgment to determine urgency, customer impact, and the appropriate resolution path
• Ensure no issue stalls by driving follow-through across internal teams and escalating rapidly when deeper investigation or technical intervention is required
• Partner closely with Tier 2, engineering, product, and customer-facing teams to improve resolution flow and reduce unnecessary escalation
• Identify recurring ticket patterns, root causes, and avoidable contacts; convert those insights into ticket-deflection actions through knowledge base updates, reusable customer guidance, response templates, routing improvements, workflow changes, and better intake structure
• Help reduce inbound ticket volume over time by contributing to deflection strategies across self-service content, internal documentation, onboarding materials, workflow improvements, and automation opportunities
• Build, maintain, and improve knowledge base content, troubleshooting guides, response templates, and triage workflows
• Contribute to support operations improvements that increase speed, consistency, and scalability, including triage logic, queue management, SLA adherence, knowledge capture, and support for automation and AI-assisted workflows
• Surface recurring product or process friction points and partner with internal teams on improvements that enhance customer experience and reduce repeat demand
• Support onboarding and enablement for new customers and internal users as needed
• Participate in on-call or after-hours support coverage as required

The Non-Negotiables: 

• 4+ years of experience in technical support, customer support, or customer experience in a SaaS or software-driven environment
• Proven success managing a high-volume support queue while maintaining quality, responsiveness, and professionalism
• Strong customer judgment and a consistent bias toward action, follow-through, and ownership
• Excellent written and verbal communication skills, with the ability to explain issues and next steps clearly to non-technical users
• Strong triage instincts, including knowing when to resolve directly, when to coordinate cross-functionally, and when to escalate quickly
• Experience working in support platforms such as Zendesk, Freshdesk, Jira Service Management, or similar systems
• Demonstrated ability to improve support processes, documentation, workflows, or team effectiveness
• Ability to learn a product quickly and become productive in a changing environment
• Comfort working cross-functionally with product, engineering, and customer-facing teams
• Highly organized, self-directed, and able to operate effectively when priorities shift quickly

Nice to Have:

• Experience contributing to or maintaining a support knowledge base
• Familiarity with support analytics, ticket trends, SLA reporting, or queue health metrics
• Exposure to automation, AI-assisted support tooling, workflow design, or structured triage frameworks
• Working knowledge of SQL, APIs, logs, or basic scripting for investigation and lookup purposes
• Background in or exposure to the energy or fuel sectors
• Bachelor’s degree or equivalent practical experience

Physical Requirements:  

• Ability to sit and work at a desk for extended periods
• Participate in video calls and screen sharing as needed throughout the workday

About the Gravitate Team: 

To understand who our people are, you should first understand what they’re not: replaceable. Each member of the team is chosen carefully and with intention. We believe that finding the right fit is more important than a laundry list of credentials – and that we are people first, and titles second. 

Because we hire the Gravitate way, our team is certainly one of a kind. We’ve brought together incredible talent that regularly collaborates to create clean, fresh solutions. That effort has led to remarkable opportunities, including work with many Fortune 100 clients. We’ve found that the winning combination of exciting achievements, trust in one another and open communication lays the groundwork for long-lasting, successful careers. That, and the fact that we clap for each other at every opportunity.

Problem solvers, go-getters and charge-takers -  we (really) want to hear from you.