Support Analyst
Position Summary The Support Analyst is responsible for delivering responsive, high-quality technical support to Wellspring customers across the Evolve, Sophia, Scout, and Flintbox platforms. This role sits within the Customer Experience organization and is the frontline owner of case resolution, issue triage, and product training, ensuring customers can operate effectively on their platform with minimal friction. This is a detail-oriented, customer-facing IC role best suited for someone who is technically curious, thrives on problem-solving, and communicates clearly under pressure. Support Analysts work closely with Customer Success Managers and escalate complex or high-impact cases to Senior Support Analysts.
Key Responsibilities
Case & Ticket Management Serve as the first point of contact for inbound customer support requests via Salesforce Service Cloud, managing cases from intake through resolution. Triage, categorize, and prioritize support tickets based on severity, customer tier, and business impact. Investigate and resolve product issues independently; escalate to the Senior Support Analyst or Product/Engineering when a case exceeds scope. Maintain thorough, accurate case notes and resolution documentation in Salesforce and Jira. Meet or exceed defined SLAs for response time, resolution time, and customer satisfaction. Customer Training Deliver 1:1 product training to existing users, including platform walkthroughs, feature Q&A, and workflow guidance, for Evolve, Sophia, Scout, and Flintbox, where online 1-to-many training offerings are not yet available. Coordinate with Customer Success Managers, who own strategic enablement and executive-level reviews, to ensure training coverage aligns with customer’s goals. Surface training gaps to management to highlight for our Director of Customer Enablement Product & Issue Expertise Build deep working knowledge of all supported Wellspring platforms and stay current on product releases, configuration updates, and known issues. Identify recurring issues or patterns in the ticket queue and surface them to the Senior Support Analyst or Product team with supporting data. Log reproducible bugs in Jira with complete context and steps to reproduce. Cross-Functional Collaboration Communicate clearly with CSMs, Product, Engineering, and Implementation teams when issue resolution requires cross-functional involvement. Contribute to internal knowledge base maintenance and team process improvement efforts.
Qualifications
Bachelor’s degree preferred, or equivalent experience in a customer-facing support or technical role. 1–3 years of experience in a SaaS support, customer success, or technical services environment. Strong written and verbal communication skills; able to explain complex product behavior clearly to non-technical users. Organized and detail-oriented with the ability to manage multiple open cases simultaneously. Comfortable working in a fast-paced environment with shifting priorities. Preferred Experience with Salesforce for case management or CRM tracking. Experience with Evolve, Sophia, Scout, and/or Flintbox. Familiarity with Jira for bug logging or project tracking. Background supporting enterprise or institutional customers (higher education, research, government). Exposure to IP management, technology transfer, or innovation management software.