{"id":3514811,"url":"https://alion.io/job/gofluent-technical-services-support-analyst","title":"Technical Services & Support Analyst","company":{"id":672900,"name":"goFLUENT","domain":"gofluent.com","url":"https://alion.io/company/gofluent","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Teamtailor","truth_index":{"grade":"A","score":88,"open_postings":72,"ghost_share":0,"stale_share":0.486,"repost_share":0,"time_to_fill_p50_days":41,"computed_at":"2026-10-31T05:58:55Z"}},"role":"Support","role_family":"Support","seniority":"junior","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Chennai, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"SQL","optional":false},{"name":"Postman","optional":true}],"status":"live","first_seen_at":"2026-10-30T08:48:56Z","employer_posted_date":"2026-10-30","last_verified_at":"2026-10-31T09:30:58Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"We’re looking for a curious, analytical, and solution-oriented Technical Services & Support Analyst to join goFLUENT’s Technical Services & Support team.\nAs part of the team, you will investigate technical and functional issues reported internally, identify root causes and patterns, assess impact, and coordinate with teams such as Tech, Analytics, Product, Content, and Operations to drive issues through to resolution.\nYou’ll be expected to go beyond simply handling tickets: test and reproduce issues, investigate data and system behavior, challenge assumptions, communicate findings clearly, and help us continuously improve products, processes, monitoring, and documentation.\nWhat You'll Do:\nAs a Technical Services & Support Analyst, you will act as a key point of contact for incoming internal support requests. You will own investigations end-to-end, from initial analysis and reproduction through escalation, follow-up, and resolution communication.\nKey Responsibilities\nTechnical Investigation & Troubleshooting\nInvestigate technical and functional support requests across goFLUENT products and services.\n\nTest and reproduce reported issues to validate behavior, understand the conditions in which they occur, and gather the information needed for further investigation.\n\nUse tools and techniques such as SQL, APIs, browser Developer Tools, HAR files, logs, and application data to investigate issues and validate findings.\n\nAnalyze issues beyond individual cases to identify patterns, determine potential scope and impact, and distinguish isolated cases from broader incidents.\n\nIdentify and apply available workarounds when appropriate, while ensuring permanent issues are properly escalated and followed through.\n\nPerform initial root cause analysis and work with the appropriate teams when deeper technical investigation or a permanent fix is required.\n\nParticipate in monitoring activities and help identify potential issues before they result in widespread reports.\n\nRequest Ownership & Cross-Functional Coordination\nAct as the main point of contact for assigned support requests and take ownership of investigations from initial report through resolution.\n\nCoordinate with Tech, Analytics, Product, Content, Operations, and other teams as needed to move investigations forward.\n\nProvide clear, structured, and actionable information when escalating issues, including reproduction steps, evidence, impact, findings, and investigation already performed.\n\nFollow up proactively on open investigations and ensure requesters receive clear and timely updates.\n\nCommunicate resolutions in a way that explains what happened, the impact, the root cause when available, what was done to resolve the issue, and any required next steps.\n\nDocumentation & Knowledge Sharing\nCreate and maintain clear documentation covering troubleshooting procedures, business rules, known issues, workarounds, and operational processes.\n\nTranslate technical findings into documentation that can be understood by both technical and non-technical audiences.\n\nShare knowledge with other teams and help them become autonomous in handling known issues and established workarounds.\n\nDevelop deeper expertise over time in specific goFLUENT products or services while remaining capable of investigating requests across the broader platform.\n\nContinuous Improvement\nIdentify recurring issues, inefficiencies, and patterns through day-to-day support activities.\n\nProactively suggest improvements to our products, services, monitoring, documentation, and internal processes.\n\nWork with relevant teams to turn support insights into actionable improvements.\n\nContribute to improving investigation practices, support workflows, escalation processes, and overall service quality.\n\nWhat You'll Need:\nExperience\nAt least 1 year of experience in a technical support, application support, production support, technical analyst, or similar troubleshooting role.\n\nExperience working in a support environment or collaborating with Engineering/Technology teams is a plus.\n\nTechnical Skills\nWorking knowledge of SQL, with the ability to query and investigate data.\n\nExperience working with APIs and API testing/troubleshooting tools such as Postman or similar.\n\nComfortable using browser Developer Tools to investigate web application behavior.\n\nAbility to capture, read, and analyze HAR files and other technical troubleshooting information.\n\nGeneral understanding of web applications, HTTP requests/responses, status codes, authentication, and common browser/network issues.\n\nSkills & Competencies\nStrong analytical and troubleshooting mindset, with the ability to investigate beyond the initial symptoms of an issue.\n\nCurious and persistent: comfortable asking questions, testing assumptions, and digging deeper until an issue is understood.\n\nStrong sense of ownership and ability to follow investigations through to resolution.\n\nAbility to connect individual cases to the bigger picture and recognize patterns or potentially widespread issues.\n\nStrong attention to detail and ability to document findings clearly and accurately.\n\nExcellent verbal and written English communication skills, with the ability to explain technical topics to both technical and non-technical audiences.\n\nComfortable working cross-functionally and coordinating with multiple teams to resolve complex issues.\n\nOrganized and able to manage multiple investigations and priorities simultaneously.\n\nProactive mindset with an interest in improving processes rather than simply resolving individual tickets.\n\nPreferred / Nice to Have\nExperience working in a SaaS, EdTech, LMS, or other web-based product environment.\n\nFamiliarity with monitoring, logging, or visualization tools.\n\nExperience creating technical documentation, troubleshooting guides, or internal processes.\n\nExposure to enterprise integrations, SSO, APIs, or data integrations is a plus.\n\nWhat we offer:\nHybrid Work Setup: Enjoy the flexibility of working both remotely and onsite, designed to support work-life balance and productivity.\n\nFlexible Work Hours: We value outcomes over hours-manage your time effectively while meeting project goals.\n\nOpportunities for Career Growth: Be part of a company that invests in your professional development through continuous learning and clear growth paths.\n\nCollaborative Global Environment: Work with diverse teams across 20+ countries, fostering innovation and cross-cultural learning.\n\nEmployee Engagement and Culture: Join a supportive, inclusive workplace where teamwork, respect, and engagement are at the core of everything we do.\n\nBe a part of a workplace that encourages growth, celebrates your uniqueness, and empowers everyone with an equal voice, but its not just a click away! We need your resume to start with!!\nIf you want to know more, watch our video to discover goFLUENT in the words of our own global family: https://careers.gofluent.com/","description_format":"text","description_chars":6904,"description_truncated":false,"requirements":{"experience_years_min":1,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"Upper-Intermediate (B2)","optional":false}]},"benefits":["Continuous learning","Flexible schedule","Hybrid work","Professional development"],"hiring_locations":[{"name":"India","iso":"IN","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Corporate Training","Language Learning"],"lifecycle":[{"event":"open","at":"2026-10-30T09:49:48Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":41,"reasons":["conf:0","win:early","comp:junior,brand"],"computed_at":"2026-10-31T05:58:55Z"},"pay":null,"html_url":"https://alion.io/job/gofluent-technical-services-support-analyst","json_url":"https://alion.io/job/gofluent-technical-services-support-analyst.json","meta":{"generated_at":"2026-10-31T09:32:17Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":14412,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-01T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":672900},"rest":"https://alion.io/mcp/rest/get_company?id=672900"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fgofluent-technical-services-support-analyst"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fgofluent-technical-services-support-analyst"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fgofluent-technical-services-support-analyst"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/gofluent-technical-services-support-analyst\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fgofluent-technical-services-support-analyst"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3514811}},{"tool":"search_jobs","arguments":{"company":"gofluent.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3514811},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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