Customer Support Analyst

Responsibilities

• Own and manage assigned customer tickets from intake to resolution or escalation
• Troubleshoot customer-reported issues directly and resolve them with urgency
• Coordinate with Engineering and internal teams to resolve complex issues
• Proactively communicate blockers, risks, and workload concerns
• Translate vague customer enhancement requests into clear acceptance criteria
• Maintain accurate ticket status, notes, and ownership in the service management system
• Produce reporting on ticket volume, trends, and performance
• Prioritize queue based on customer impact and urgency

Requirements

• At least 2 years of hands-on experience with Jira Service Management, Zendesk, Freshdesk, ServiceNow, or similar
• Proven track record of resolving customer issues independently
• Strong professional written and spoken communication skills
• Direct experience working within agile processes (kanban, backlogs, tickets/stories)
• Ability to self-manage and prioritize work in an ambiguous environment
• Associate's or Bachelor's degree in a related field, or equivalent professional experience

Benefits

• Comprehensive health, dental, and vision insurance starting day one
• 401(k) plan with a 4% match
• Flexible PTO
• Remote-first culture
• Professional development opportunities

About the Company

GridUnity is the industry leader in interconnection life cycle management, delivering software solutions that accelerate the transition to a more affordable, sustainable, and resilient energy future.