{"id":3777705,"url":"https://alion.io/job/sierra-interactive-technical-support-analyst","title":"Technical 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":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ChatGPT","optional":false},{"name":"Claude","optional":false},{"name":"Confluence","optional":false},{"name":"DNS","optional":false},{"name":"Google Workspace","optional":false},{"name":"JavaScript","optional":false},{"name":"Jira","optional":false},{"name":"Power Automate","optional":false},{"name":"Python","optional":false},{"name":"UiPath","optional":false},{"name":"Windows","optional":false},{"name":"Zapier","optional":false}],"status":"live","first_seen_at":"2026-11-04T23:51:20Z","employer_posted_date":"2026-11-04","last_verified_at":"2026-11-09T05:00:22Z","board_verified":true,"closed_at":null,"days_open":4,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":4},"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. You’ll also bring a technically curious mindset to the role, finding opportunities to design, build, and deploy GenAI, low-code and automated improvements that make our team and our clients more efficient.\nRequirements\nKey Responsibilities:\nCustomer Support & Technical Troubleshooting\nBecome an expert in Sierra's real estate CRM, IDX websites, and platform functionality to provide knowledgeable, effective support.\nProvide technical, educational, and account management support through phone, email, and other support channels, approaching every customer interaction with patience, respect, and enthusiasm.\nInvestigate, troubleshoot, and document technical issues, collaborating with platform experts and other teams to identify and resolve problems.\nLeverage internal resources, knowledge bases, and team expertise to deliver accurate, timely solutions.\nRecognize at-risk customers and proactively contribute to their recovery and overall success.\nTechnical Curiosity, AI & Automation\nTechnical Curiosity & AI Innovation: Actively explore, test, and adopt emerging technologies, including GenAI (e.g., Claude, ChatGPT), low-code/no-code platforms, and automation tools, to build practical solutions, improve workflows, and expand the team's technical capabilities.\nProcess Ideation: Observe workflows across Support and other teams, ask thoughtful questions, and identify opportunities to reduce manual effort through automation, AI, and process improvements.\nSolution Development & Deployment: Design, build, test, and implement automation-driven solutions, scripts, and workflows that improve efficiency, accuracy, and scalability.\nDocumentation & Process Improvement: Develop and maintain clear documentation and repeatable processes that enable teammates to understand, support, and maintain deployed solutions. Continuously evaluate and refine workflows as tools, technologies, and business needs evolve.\nCollaboration, Knowledge Sharing & Continuous Improvement\nCreate and maintain clear, accurate, and engaging internal and customer-facing documentation as Sierra's platform evolves.\nShare customer feedback, recurring issues, and frontline insights to help improve platform functionality, product development, and the overall customer experience.\nCollaborate cross-functionally on projects and initiatives that improve Support operations and the customer experience.\nIdentify opportunities to improve team processes, support tools, and workflows as our customer base continues to grow.\nStay current on product updates, new features, and emerging technologies to continuously expand your knowledge and support capabilities.\nRequirements:\nEducation & Experience\nHigh school diploma or GED.\n1-3+ years of experience in customer support, technical support, product support, or customer success within a SaaS environment.\nTechnical Skills & Aptitudes\nTechnical Foundations: Solid understanding of IT fundamentals, including hardware, software, networking, and internet technologies, with experience troubleshooting technical issues.\nLogical Thinking: Demonstrates analytical and logical thinking skills, including an understanding of variables, loops, conditional logic, and basic data manipulation.\nTechnical Adaptability: Eager to explore and learn new technologies, with a demonstrated ability to independently adopt unfamiliar software, tools, and technical concepts.\nGenAI, Low-Code & Automation: Hands-on experience with, or strong interest in, GenAI tools (e.g., Claude, ChatGPT, Grok), low-code/no-code platforms, and workflow automation tools (e.g., Zapier, Make, Microsoft Power Automate, HubSpot workflows).\nWeb Technologies & Integrations: Familiarity with HTML, CSS, JavaScript, APIs, JSON, and DNS.\nBusiness Applications: Experience using HubSpot or comparable help desk platforms, Atlassian tools (e.g., Jira, Confluence), CRM systems, Windows, and Google Workspace.\nAdditional Technical Experience: Familiarity with scripting languages (e.g., Python), RPA platforms (e.g., UiPath, Automation Anywhere), or AI-assisted development tools is a plus.\nProblem-Solving & Continuous Improvement\nProblem-Solving & Automation Mindset: Approaches challenges with a natural \"how can we make this easier?\" mindset, proactively identifying opportunities to leverage automation, eliminate repetitive tasks, streamline processes, and build smarter, more efficient, and scalable workflows.\nProcess Improvement: Recognizes patterns, identifies inefficiencies, and proactively develops solutions that improve the experience for both customers and teammates.\nBuild-to-Deploy Ownership: Comfortable taking an improvement from idea to implementation, including scoping, building, testing, documenting, deploying, and maintaining solutions.\nInitiative & Resourcefulness: Takes ownership of challenges, uses available resources effectively, and knows when to collaborate or seek additional expertise.\nOrganization & Adaptability: Manages competing priorities with attention to detail and can quickly adjust focus as needs change.\nCommunication & Interpersonal Skills\nCustomer-Centric Approach: Genuinely enjoys helping people and takes pride in providing thoughtful, effective support and solutions.\nClear Communication: Strong written and verbal communication skills, with the ability to explain technical concepts, platform functionality, and workflows in clear, conversational language.\nCustomer De-escalation: Demonstrates patience, empathy, and professionalism when navigating difficult conversations and resolving customer concerns.\nConfidence & Accountability: Comfortable communicating directly with customers, including phone conversations to troubleshoot issues, provide updates, and deliver resolutions.\nCollaboration & Teamwork: Works effectively both independently and collaboratively, sharing knowledge and contributing to team success.\nEducation & Knowledge Sharing: Enjoys teaching others, explaining technical concepts, and helping customers and teammates build confidence using new tools and features.\nAdditional Qualifications\nComfortable and productive working in a fully remote environment.\nReal estate industry 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 of paid parental leave.","description_format":"text","description_chars":7091,"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":"2026-11-04T23:51:20Z"}],"visa":[],"liveness":{"score":85,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.854,"p_room":1,"age_days":4,"expected_fill_days":33,"reasons":["conf:1","win:early"],"computed_at":"2026-11-09T06:03:00Z"},"pay":null,"html_url":"https://alion.io/job/sierra-interactive-technical-support-analyst","json_url":"https://alion.io/job/sierra-interactive-technical-support-analyst.json","meta":{"generated_at":"2026-11-09T07:39:14Z","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":5161,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-10T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"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-technical-support-analyst"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"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-technical-support-analyst"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"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-technical-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-technical-support-analyst\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fsierra-interactive-technical-support-analyst"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3777705}},{"tool":"search_jobs","arguments":{"company":"sierrainteractive.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3777705},"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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