Support Analyst at Gravitate

Dallas, Texas, United States -

Full Time

Start Date

Immediate

Expiry Date

15 Jun, 26

Salary

0.0

Posted On

17 Mar, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Ticket Management, Customer Satisfaction, Communication, Escalation, Knowledge Base Maintenance, Process Improvement, SLA Management, Customer Onboarding, On-Call Support, SQL, MongoDB, Zendesk, Freshdesk, Jira, Technical Support, Service-Minded

Industry

Oil and Gas

Description

Description Job Summary: Gravitate is looking for a Support Analyst who excels at managing support requests, communicating clearly with customers, and working efficiently in a fast-paced software environment. You’ll be responsible for owning incoming support tickets, ensuring timely resolution or escalation, and helping improve how we support our users. The ideal candidate is highly organized, service-minded, tech-savvy, and thrives in environments where priorities can shift quickly. Key Responsibilities: Manage and resolve incoming support tickets through our support system, maintaining a high level of customer satisfaction Coordinate timely and clear communication with clients regarding progress, timelines, and resolution paths Identify which issues require escalation and collaborate with internal teams to ensure swift resolution Maintain and contribute to a self-service support knowledge base with updated FAQs, step-by-step guides, and troubleshooting workflows Spot recurring issues and suggest process or documentation improvements to reduce ticket volume Contribute to ongoing improvements of internal support tools, processes, and SLAs Assist with onboarding and support enablement for new customers and users Some on-call required outside of business hours The Non-Negotiables: 2+ years of experience in a technical support or customer support role in a SaaS or software-driven environment Bachelor Degree in Computer Science or related field Strong ticket management skills using systems like Zendesk, Freshdesk, Jira, or similar Experience juggling multiple requests and priorities with speed and professionalism Excellent written and verbal communication, able to explain technical concepts clearly to non-technical users Confidence working with data tools (e.g., SQL or MongoDB for lookups or queries) Team-oriented, resourceful, and driven to help customers succeed Nice to Have: Background in or exposure to the energy or fuel sectors is a bonus Understanding of software systems Familiarity with scripting (Python, Ruby, etc.) is a plus, but not required Central Time Zone (CT) candidates preferred. 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.

Responsibilities

The Support Analyst will manage and resolve incoming support tickets, ensuring timely communication with clients regarding progress and resolution paths. Key duties include identifying escalations, collaborating with internal teams, and contributing to the self-service knowledge base.