The Technical Support Analyst provides technical assistance and support for CloudShare's virtual lab platform, resolving customer issues and improving user experiences. Responsibilities include troubleshooting, customer communications, and documentation management.
CloudShare is a fast-growing AI-first SaaS company delivering virtual hands-on labs that help organizations drive customer acquisition, product adoption, skill development, and retention through realistic software experiences. Trusted by hundreds of enterprise organizations, CloudShare enables customers to deliver demos, training, POCs, onboarding, and certifications through secure, scalable virtual environments.
We are looking for a customer-focused and technically skilled Technical Support Analyst to join our growing global team. In this role, you will provide high-quality technical support and troubleshooting assistance to customers using CloudShare’s virtual lab and cloud environment platform. You will work closely with customers, Customer Success, Product, and Engineering teams to resolve technical issues, improve the customer experience, and ensure customers get the most value from our platform.
The ideal candidate is proactive, detail-oriented, and passionate about solving technical problems while delivering an exceptional customer experience in a fast-paced SaaS environment.
Responsibilities:- Provide technical support to customers via ticketing systems, email, Zoom, and other communication channels.
- Troubleshoot, investigate, diagnose, and resolve platform, environment, connectivity, and user-related technical issues.
- Take ownership of customer issues and drive them through resolution in a timely, professional, and customer-focused manner.
- Collaborate closely with Engineering, Product, Customer Success, and Sales teams to escalate and resolve complex technical cases when needed.
- Build strong customer relationships by educating customers on platform capabilities, best practices, and product functionality.
- Monitor customer environments and identify recurring issues, trends, and opportunities for improvement.
- Maintain accurate documentation of customer interactions, troubleshooting steps, resolutions, and internal knowledge base articles.
- Support internal processes and contribute to improving support workflows, tools, and overall customer experience.
- Continuously develop technical knowledge and product expertise to stay up to date with platform updates and new features.
- Ensure timely communication and updates to customers throughout the support process.
- Bachelor’s or Master’s degree in Computer Science or a related field.
- 2+ years of experience in Technical Support, Escalation Engineer or a similar customer-facing technical role.
- Experience working in a SaaS, cloud, or enterprise software environment.
- Strong troubleshooting and analytical problem-solving skills.
- Technical aptitude with the ability to quickly learn new technologies and systems.
- Proven experience in troubleshooting and configuring networking (routing/DNS), operating systems (Windows/Linux), and virtual machine/hardware configurations in a cloud environment.
- Ability to prioritize, manage, and escalate customer issues effectively when needed.
- Excellent written and verbal communication skills in English, with the ability to clearly explain technical solutions to customers.
- Customer-oriented mindset with a proactive, positive, and service-focused approach.
- Comfortable working cross-functionally with Customer Success, Product, Engineering, and other internal teams.
- Experience working with support/ticketing platforms such as Zendesk, Jira, Salesforce, or similar tools — advantage.
- Highly organized, detail-oriented, and able to work effectively in a fast-paced environment.
Benefits:
We offer a competitive compensation package including:
- Medical, Dental, Vision benefits
- 401K
- Flexible PTO
- 12 Paid Holidays
- Hybrid work (3 days in office) with modern downtown Denver location
- Free Parking
- Onsite Gym
Compensation Range: $60,000 annual base salary + 10% discretionary annual bonus.
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