Support Analyst - US (Remote)

Ireckonu B.V.•New York, NY

5d•Remote

About The Position

We 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.

Requirements

4–8 years in a technical support or customer-facing technical role in a SaaS or tech company.
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.

Nice To Haves

Experience in the hospitality industry is highly preferred.
Prior experience in startup or fast-paced environments is a strong plus.

Responsibilities

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.