Your mission
Your missionWe are looking for a Support Analyst who will be working with us from the United States (remotely). As a Support Analyst at iReckonu, you will play a key role in ensuring the seamless use of our SaaS platform for hospitality clients. You’ll handle complex technical issues, analyze API interactions, and collaborate with cross-functional teams to resolve escalations. This role is ideal for someone with strong technical skills and a proactive mindset who is ready to take on more responsibility, contribute to process improvements, and mentor junior team members. You will also participate in a rotating weekend shift schedule, ensuring 24/7 support coverage for our global clients.  You will- Act as a primary point of contact for technical issues via email, chat, and ticketing systems.
- Diagnose and resolve issues related to APIs, integrations, and platform behavior.
- Investigate logs, code snippets, and system behavior to identify root causes.
- Escalate complex issues with well-documented technical requirements to Engineering or Product teams.
- Maintain clear, professional, and timely communication with clients throughout the support lifecycle.
- Analyze API payloads (REST/JSON), logs, and database queries to troubleshoot issues.
- Write clear and concise technical requirement documents for escalations.
- Contribute to internal and external knowledge bases, FAQs, and runbooks.
- Document recurring issues and propose improvements to reduce support load.
- Work closely with Customer Success, Product, and Engineering teams to ensure client satisfaction.
- Provide structured feedback to internal teams based on recurring issues or customer pain points.
- Mentor junior support analysts and assist in onboarding new team members.
- Participate in team meetings and contribute to continuous improvement initiatives.
- Monitor support KPIs such as ticket resolution time, CSAT, and issue trends.
- Assist in preparing reports and insights for internal stakeholders.
- Use monitoring tools to proactively identify and address system anomalies.


Your profile
Your profile- 4–8 years in a technical support or customer-facing technical role in a SaaS or tech company.
- Experience in the hospitality industry is highly preferred.
- Prior experience in startup or fast-paced environments is a strong plus.
- Strong understanding of REST APIs, JSON structures, and integration troubleshooting.
- Ability to read and understand code (e.g., JavaScript, Python, C#, or similar).
- Experience with SQL and relational database structures.
- Experience with tools such as Postman, ZenDesk, Azure DevOps, and monitoring platforms.
- Understanding of cloud-based platforms and modern software architecture.
- Located in the United States, with an intention in working remotely.