About the Role

We are looking for a detail-oriented Implementation Support Analyst to join our offshore team. This role sits at the intersection of customer support, technical troubleshooting, and platform operations. You will serve as the primary intake point for customer inquiries via Zendesk, support our customer-facing consultants with technical execution tasks, and help drive smooth onboarding and ongoing success for our clients—primarily financial institutions.

This role is ideal for someone who is technically proficient, process-oriented, and comfortable working with data, configurations, and integrations in a fast-paced SaaS environment.

Key Responsibilities

Customer Support & Intake

• Serve as the primary intake point for customer-reported issues, requests, and inquiries via Zendesk.
• Triage, categorize, and prioritize incoming tickets, routing complex issues to the appropriate internal teams.
• Troubleshoot customer issues related to platform configuration, data, and integrations.
• Communicate clearly with customers regarding ticket status, resolutions, and next steps.
• Contribute to the development and continuous improvement of Zendesk workflows, macros, and ticketing processes.

Implementation & Onboarding Support

• Support customer-facing consultants with the technical execution of implementation tasks.
• Assist with application configuration and setup for new and existing customers.
• Execute and validate data migrations, ensuring data accuracy and integrity.
• Build and maintain integrations between the platform and customer systems.
• Participate in User Acceptance Testing (UAT), including writing and executing test cases and documenting results.

Data & Reporting

• Query databases to investigate customer issues, validate data, and support implementation activities.
• Write and optimize SQL queries for data retrieval, validation, and transformation.
• Perform database table manipulation to support migrations and platform configurations.
• Surface data into dashboards and reporting tools for internal and customer-facing visibility.

Process & Documentation

• Document troubleshooting procedures, known issues, and resolutions to maintain a shared knowledge base.
• Contribute to playbooks, runbooks, and internal process documentation.
• Identify recurring support trends and escalate systemic issues to the Product and Engineering teams.

Qualifications

• 2–4 years of experience in a technical support, implementation, or SaaS operations role.
• Hands-on experience with a ticketing system (Zendesk preferred); experience designing or improving ticket workflows is highly preferred.
• Strong SQL skills, including writing queries, joining tables, and troubleshooting data issues.
• Experience with database table manipulation and creating dashboards or reports from data.
• Experience executing or supporting data migrations, including validation and quality assurance.
• Familiarity with building or supporting integrations using REST APIs, webhooks, or iPaaS tools.
• Experience configuring SaaS applications for customers.
• Exposure to software testing methodologies, including writing test cases, executing regression testing, or supporting UAT.
• Excellent written communication skills with the ability to communicate effectively with both technical and non-technical audiences.
• Strong attention to detail, organizational skills, and the ability to manage multiple priorities.
• Experience supporting financial institutions or working in regulated industries is an advantage.

Nice to Have

• Experience working in an offshore or distributed team supporting client-facing consultants.
• Familiarity with project management tools such as Jira, Asana, or similar platforms.
• Experience with business intelligence (BI) or dashboarding tools such as Metabase, Looker, or Power BI.
• Basic scripting experience (e.g., Python) for data processing or automation.