Your mission
As a Support Analyst at iReckonu, you will play a key role in ensuring the seamless use of our SaaS platform for hospitality clients. You’ll handle complex technical issues, analyze API interactions, and collaborate with cross-functional teams to resolve escalations. This role is ideal for someone with strong technical skills and a proactive mindset who is ready to take on more responsibility, contribute to process improvements, and mentor junior team members. You will also participate in a rotating weekend shift schedule, ensuring 24/7 support coverage for our global clients.
You will
You will
- Act as a primary point of contact for technical issues via email, chat, and ticketing systems.
- Diagnose and resolve issues related to APIs, integrations, and platform behavior.
- Investigate logs, code snippets, and system behavior to identify root causes.
- Escalate complex issues with well-documented technical requirements to Engineering or Product teams.
- Maintain clear, professional, and timely communication with clients throughout the support lifecycle.
- Analyze API payloads (REST/JSON), logs, and database queries to troubleshoot issues.
- Write clear and concise technical requirement documents for escalations.
- Contribute to internal and external knowledge bases, FAQs, and runbooks.
- Document recurring issues and propose improvements to reduce support load.
- Work closely with Customer Success, Product, and Engineering teams to ensure client satisfaction.
- Provide structured feedback to internal teams based on recurring issues or customer pain points.
- Mentor junior support analysts and assist in onboarding new team members.
- Participate in team meetings and contribute to continuous improvement initiatives.
- Monitor support KPIs such as ticket resolution time, CSAT, and issue trends.
- Assist in preparing reports and insights for internal stakeholders.
- Use monitoring tools to proactively identify and address system anomalies.