Note: The job is a remote job and is open to candidates in USA. Absorb Software is the leading global AI-driven learning platform provider, helping organizations unlock the full potential of their workforce. The Technical Analyst role acts as a bridge between Customer Success teams and Engineering, ensuring customer-impacting issues are triaged and resolved while translating complex customer needs into high-quality solutions.
Responsibilities
- Receives and reviews customer business needs and use cases submitted by Client Advocacy, developing a thorough understanding of the customer’s objectives before proposing solutions
- Evaluates existing product capabilities and solutions to determine fit, adapting or combining them creatively to address complex customer requirements
- Produces high-quality, implementation-ready solution recommendations with clear rationale, ensuring proposals are technically sound and operationally viable
- Provides implementation guidance to Client Advocacy, equipping them with the direction needed to support customers through solution adoption
- Creates documentation for Client Enablement teams, capturing solutions in a reusable and accessible format to support future customers with similar needs
- Collaborates cross-functionally with Engineering, Client Advocacy, and Enablement to validate proposed solutions and refine based on technical and operational feedback
- Receives bug reports and technical issue escalations from Technical Services and Client Advocacy, acting as the primary intake and triage point between customer-facing teams and Engineering
- Independently investigates and resolves complex non-bug issues, ensuring minimal disruption to client operations and reducing unnecessary engineering involvement
- Manages prioritization of issues directed to Engineering, balancing customer impact, severity, and development capacity to ensure the right work is actioned at the right time
- Deflects resolvable issues away from Engineering through root cause analysis, configuration changes, documentation, or guided resolution—tracking deflection volume as a measure of team effectiveness
- Acts as a seasoned adviser on complex client problems, supporting Technical Services and Client Advocacy in handling priority issues and production-active incidents
- Analyzes audit logs, system logs, and workflows to isolate technical causes of client-reported issues and provide clear, evidence-based findings to Engineering
- Works closely with product developers to troubleshoot, validate, and document bugs while assessing their broader product impact
- Escalates verified technical concerns and bugs to Engineering with thorough analysis and supporting documentation to accelerate resolution
- Supports post-incident reviews and root cause analysis efforts, ensuring learnings are translated into preventative action—whether through code changes, internal process improvements, or the development and guidance of internal and external documentation
- Conducts trend analysis on incidents and problems, identifying patterns to proactively address recurring technical challenges before they escalate
- Manages adherence to Service Level Objectives (SLOs) by monitoring resolution times, ensuring timely escalations, and driving accountability across teams
- Owns the change control process for Engineering deployments, managing the intake, assessment, and scheduling of deployment requests to protect system stability and integrity
- Evaluates deployment requests for risk and readiness, ensuring changes to the LMS are introduced in a controlled and safe manner with appropriate validation in place
- Manages the controlled enablement of feature flags, coordinating timing and conditions to ensure features are activated safely and in alignment with operational readiness
- Maintains accurate change logs and ensures change documentation supports audit readiness and organizational compliance standards
- Monitors post-deployment outcomes, identifying stability issues and escalating where system integrity is at risk
- Coordinates with Engineering to ensure deployment windows are clearly communicated internally and that all technical prerequisites are met prior to execution
- Supports ITIL-aligned processes including Incident, Problem, and Change Management, ensuring consistent, high-quality execution against established standards
- Advocates for systemic fixes over workarounds, using incident and problem trend data to make the case for long-term product stability improvements
- Identifies and drives process improvements that increase efficiency in issue resolution, triage, and solutioning workflows
- Contributes to the development of internal and external documentation as a proactive measure to prevent recurring issues and reduce support burden
- Serves as the operational link between Customer Success teams and Engineering, ensuring issue context, priority, and customer impact are clearly understood across teams
- Partners with internal stakeholders to support solution delivery, providing the technical depth needed for them to guide customers effectively
- Contributes to the development of documentation through solutioning and incident management is accurate, accessible, and maintained
- Represents the voice of the customer in technical and product discussions, ensuring customer pain points are visible and factored into engineering decisions
- Trains and supports customer-facing teams on LMS functionality, troubleshooting approaches, and best practices
- Maintains consistent service quality against defined Service Level Objectives, contributing to and in some areas owning the team’s OKR reporting
- Tracks and reports on engineering deflection—volume of issues resolved without engineering involvement and estimated engineering time preserved—as a core performance indicator
- Ensures adherence to standard operating procedures and company policies, maintaining compliance and best practices across all workflows
- Performs ad-hoc duties as required
Skills
- 3+ years of experience in Technical Support, Technical Services, Solutions Engineering, Business Systems Analysis, or a similar technical customer-facing role
- Strong troubleshooting experience, including analyzing logs, investigating system issues, identifying root causes, and working with engineering teams to resolve complex problems
- Experience managing or supporting ITIL-based processes such as Incident, Problem, and Change Management
- Ability to translate customer business requirements into practical technical solutions and implementation recommendations
- Strong communication skills and experience partnering with Customer Success, Support, Product, and Engineering teams to drive outcomes
Benefits
- Fully remote-first work with flexible work arrangements 🏡
- Comprehensive Health and Wellness Benefits including retirement savings programs, eligibility for two different bonus plans, generous time off, comprehensive medical and dental benefits based on your country of location 🧘
- New Hire Equipment Allowance and monthly Flex Allowance to support your success 📦
- Endless opportunity for career growth and internal mobility 🌱
- Employee driven DE&I programs 🫶
Company Overview