Technical Support Analyst Overview:
At Redo, we are deeply committed to delivering exceptional experiences to our customers and our Technical Support Analyst position plays a crucial role in making that happen. This technical-facing role is responsible for diagnosing and resolving product issues, supporting integrations, and helping customers get the most out of Redo’s platform. Analysts are expected to possess deep technical knowledge of Redo's products and serve as a bridge between customers and our product, engineering, and customer success teams.
Responsibilities:
Technical Troubleshooting & Issue Resolution:
Investigate and resolve complex technical issues reported by customers across email, chat, and occasional live interactions.
Analyze logs, workflows, and system configurations to identify root causes and recommend solutions.
Partner with Product and Engineering to escalate, track, and resolve product bugs or outages.
Customer Communication & Enablement:
Communicate clearly and empathetically with customers to understand their technical needs and guide them toward a resolution.
Translate complex technical information into clear, customer-friendly language.
Proactively share tips and best practices to help customers maximize platform value.
Product & Platform Knowledge:
Maintain a strong understanding of Redo’s integrations, APIs, and technical workflows.
Stay current with product updates and new feature releases.
Assist in testing new features to ensure a smooth customer experience post-deployment.
Internal Collaboration:
Provide feedback to the product and engineering teams to help improve platform usability and reliability.
Create and maintain internal documentation and knowledge base articles for recurring technical issues.
Qualifications:
1–3 years in a technical support, product analyst, or systems troubleshooting role.
Excellent analytical and problem-solving skills with a bias toward action.
Strong written and verbal communication skills; able to explain complex concepts simply.
Familiarity with SaaS platforms, APIs, and web-based technologies.
Experience with eCommerce platforms or post-purchase software is a strong plus.
Proficient in ticketing systems and support tools (e.g., Zendesk, Intercom, Jira).
Perks & Benefits:
Opportunity to work with a dynamic and innovative team in the fast-growing eCommerce tech space.
Career growth and development opportunities.
On-site gym with showers, pickleball, and basketball.
Flexible PTO & company holidays.
Redo perks: monthly allowance to shop from eCommerce stores we serve.
Company HSA contributions.
Weekly team lunches & fully stocked break room.
$100 monthly babysitting reimbursement.
Office located minutes from biking and running trails.
Redo is an equal opportunity employer and prohibits discrimination and harassment of any kind. We are committed to creating a diverse and inclusive work environment where all employees feel valued, respected, and supported.-
At Redo, we’re trying to be an AI-native team that moves fast and optimizes for time, so we use one-way video interviews as part of our hiring process. We know this can feel new (and sometimes uncomfortable), so just a heads-up: if you move forward, you’ll be asked to record a short video. With a lean talent team and high candidate volume, this helps us fairly and flexibly engage with everyone.