{"id":165491,"url":"https://alion.io/job/sierra-interactive-support-analyst","title":"Support Analyst","company":{"id":58800,"name":"Sierra Interactive","domain":"sierrainteractive.com","url":"https://alion.io/company/sierra-interactive","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workable","truth_index":null},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":[],"countries":[],"hiring_countries":["US"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":53000,"max_usd":135000,"period":"year","method":"role_country_seniority_unknown","sample_n":2276},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Confluence","optional":false},{"name":"DNS","optional":false},{"name":"JavaScript","optional":false},{"name":"Jira","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-04-24T00:00:00Z","employer_posted_date":"2026-04-24","last_verified_at":"2026-10-26T06:36:26Z","board_verified":true,"closed_at":null,"days_open":185,"trust":{"level":"stale","repost_count":0,"flags":["stale"],"days_open":185},"description":"Sierra Interactive is a leading real estate SaaS platform helping agents, teams, and brokerages across the U.S. and Canada grow their businesses. Our products help customers generate more leads, close more deals, and operate more efficiently. We’re a profitable, high-growth company with a fully remote team of 60+ employees and ambitious expansion goals over the next five years.\nJob Summary:\nAs a Sierra Interactive Support Analyst, you will provide excellent technical and account management support as our clients utilize our real estate websites and CRM platform. Your job is to ensure that our clients successfully use our software by providing the best education and technical support.\nKey Responsibilities:\nLearn our real estate CRM and IDX website products and platform inside and out.\nEngage with our customers with respect, kindness, and enthusiasm during your ongoing interactions.\nTroubleshoot technical issues in our platform and work with our platform experts to identify, document, and fix problems.\nLeverage available resources, such as knowledge bases and internal documentation, or seek help from more experienced team members to solve customer problems efficiently.\nContribute to the development of new features by synthesizing customer feedback and sharing your insights as a front-line support representative.\nHelp drive strategy to make our support platform more efficient and scalable as our customer base continues to grow.\nCreate clear, informative, and engaging documentation for both our client-facing and internal knowledge bases, and keep this documentation current as our platform evolves.\nCollaborate cross-functionally with other teams and departments on special projects to enhance Customer Experience operations.\nAnswer phone, email, form-fill, and other support tickets on technical, educational, and account matters.\nStay up-to-date with product developments as a part of a fast-paced and dynamic startup environment.\nRecognize at-risk customers and assist in their recovery.\nRequirements\n Education: High school diploma or GED\n Experience: 1-3+ years working in customer support, product support, or customer success in a SaaS environment\nSkills:\nYou are thrilled at the opportunity to gain expertise in a subject and engage with it on a daily basis.\nYou take pride in teaching a topic, explaining a feature, and helping others understand problems - and providing solutions.\nYour writing skills are top-notch. You have an engaging, conversational style and a solid grasp of grammar.\nYou are confident and thorough when handling billing or account management inquiries.\nYou are exceptionally good at noticing patterns and developing processes to make our team members' lives easier and our clients happier.\nYou're organized and able to juggle multiple priorities at one time. You can switch gears quickly and re-adjust your focus as needed.\n Technical Knowledge:\nProficient understanding of IT fundamentals including hardware, software, networking, and internet usage.\nExperience troubleshooting technical issues. \nFamiliarity with HTML/ CSS/Javascript, APIs/JSON, and DNS.\nExperience with using Hubspot or comparable web-based help desk platforms, as well as tools from Atlassian (such as Jira and Confluence) and Customer Relationship Management (CRM) systems.\nProficient in Windows and GSuite.\nInterpersonal Abilities:\nYou're a hard worker - both independently and in group settings - with a proven track record of getting things done carefully and efficiently. You're patient and pay attention to the details. \nWorking with people makes you happy. You're a talented communicator and can artfully break down, solve, and explain complex issues.\nYou take pride in your ability to defuse tense situations with humor and grace. The prospect of working through an issue with an agitated customer doesn't scare you.\nYou are not afraid to call a client to provide a resolution when necessary.\nAdditional Requirements:\nYou thrive working remotely.\nReal Estate experience is a plus.\nBenefits\nExcellent medical, dental, and vision coverage Full cost covered for employee, and option to add spouse/partner and dependents.\n401k retirement plan (up to 4% matching).\n15 days PTO, 10 paid holidays.\n12 weeks paid parental leave.","description_format":"text","description_chars":4253,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["401k plan","Parental leave","Retirement plans"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Real Estate","Real Estate Brokerage","Web Development Services"],"lifecycle":[{"event":"open","at":"2026-04-20T00:00:00Z"}],"visa":[],"liveness":{"score":8,"band":"cold","label":"Long shot","p_open":1,"p_active":0.286,"p_room":0.28,"age_days":185,"expected_fill_days":36,"reasons":["conf:7","win:tail","crowd:"],"computed_at":"2026-10-26T05:57:25Z"},"pay":null,"html_url":"https://alion.io/job/sierra-interactive-support-analyst","json_url":"https://alion.io/job/sierra-interactive-support-analyst.json","meta":{"generated_at":"2026-10-26T15:40:14Z","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":20881,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-27T00:00:00Z"}},"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":58800},"rest":"https://alion.io/mcp/rest/get_company?id=58800"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fsierra-interactive-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%2Fsierra-interactive-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%2Fsierra-interactive-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/sierra-interactive-support-analyst\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fsierra-interactive-support-analyst"}]}