Customer Support Analyst

Job Summary

Job Description

Position Summary

Dassian is seeking a Customer Support Analyst to serve as the single point of ownership for all customer support requests. You will own the queue end-to-end — triage, diagnosis, communication, routing, and follow-through — and work with AI tools daily as part of how you do the job.

This role is ideal for someone technically curious, highly organized, and excited about being at the center of how a software company supports its customers.

Key Responsibilities

• Own the support queue — every ticket has an owner, a status, and a next action

• Serve as the first point of contact for all incoming customer tickets

• Triage and classify issues: product defect, configuration question, feature request, or professional services engagement

• Resolve configuration and known issues directly without escalating to a developer

• Route bugs and defects to development with clear reproduction steps, system version, and customer context

• Maintain SLAs and provide regular reporting on response times, resolution rates, and backlog

• Build and maintain a knowledge base of common issues and resolutions

• Be the face of Dassian to our customers — someone who genuinely enjoys building relationships, takes ownership of customer outcomes, and makes customers feel heard even when the answer is complicated

• Act as the connector between customers, developers, consultants, and leadership

Qualifications

Required

• Must be a US Person (US Citizen or Lawful Permanent Resident) — required for access to customer environments subject to ITAR/export control regulations

• Bachelor's degree in Computer Science, Information Technology, or related field

• Strong written and verbal communication skills

• Technical literacy: comfortable reading error messages, log files, and basic code

• Highly organized with strong follow-through

• Comfortable using AI tools as a core part of daily work

Preferred

• Experience with ticketing platforms (Jira, ServiceNow, Zendesk, Dynamics)

• Familiarity with enterprise software (ERP, CRM, APIs)

• Experience with AI/LLM tools (Claude, ChatGPT, Copilot, etc.)

Worker Type

Number of Openings Available