Technical Support Analyst

Job overview

The Technical Support Analyst role is hybrid, with three days in the office at CloudShare’s downtown Denver location. Compensation is $60,000 annual base salary plus a 10% discretionary annual bonus. CloudShare provides virtual hands-on labs that support customer acquisition, product adoption, skill development, and retention. The analyst troubleshoots customer issues with CloudShare’s virtual lab and cloud environment platform, owns cases through resolution, and coordinates with internal teams on complex problems. The role helps customers use the platform effectively and contributes to improved support processes and customer experience.

What you'll do

• Provide support through ticketing systems, email, Zoom, and other channels
• investigate and resolve platform, environment, connectivity, and user issues
• own cases through resolution
• collaborate with Engineering, Product, Customer Success, and Sales
• educate customers on platform capabilities
• document interactions and resolutions
• identify recurring issues
• improve support workflows and tools
• communicate updates to customers.

What we're looking for

Skills & competencies

full-time

technical support analyst

hybrid

denver co

cloudshare

saas

cloud platform

customer support

troubleshooting

networking

$60k base

10% discretionary bonus

Work arrangement

• Weekend coverage required

Benefits & perks

• Medical, dental, and vision benefits
• 401(k)
• flexible paid time off
• 12 paid holidays
• free parking
• onsite gym.

Why this role

Hybrid work is specified as three days in the office; the role supports a global team at an AI-first SaaS company.

About the employer

CloudShare is hiring for this role. Industry: Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services. Sector: 51.