Ireckonu B.V.

Compensation

Full Description

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. 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. 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.