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Technical Support Analyst

May 27, 2026

<div class="content-intro"><p><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><strong>Who We Are</strong></span></p> <p><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Sureify’s mission is to modernize the life insurance and annuity industry by helping carriers acquire, service, and engage their customers through any distribution channel. Sureify’s products empower life insurance carriers, agents, employees, and customers to have the digital experiences employees and consumers have come to expect in the rapidly advancing tech climate.</span></p></div><h3><strong>Role Overview</strong></h3> <p>Sureify is looking for an organized, curious Technical Support Analyst to join our Client Support Services team. This role is for someone who wants to be at the intersection of client support, technical investigation, and operations.</p> <p>In today's evolving tech landscape, the most effective support professionals are multi-disciplinary — capable of bridging client business flows and internal technical execution. Your primary mission is to ensure that issues raised in multi-vendor environments are clearly understood, documented, and routed to the right teams. You are the technical translator who makes sure nothing is lost between what the client describes and what our engineers need to act on to resolve the issue.</p> <h3><strong>Key Responsibilities</strong></h3> <ul> <li><strong>Multi-Vendor Triage & Translation:</strong> Participate in triage calls involving clients and 3rd-party vendors. Analyze reported issues and determine if the reported issue falls within Sureify systems or an external partner and direct the resolution path accordingly. </li> <li><strong>Investigation and Analysis:</strong> Go beyond note-taking by performing initial investigation of issues by querying data and reviewing logs. You'll use SQL (or similar tools) to pull information from databases, and add technical context to your tickets.</li> <li><strong>Ticket Creation:</strong> Translate client discussions into clear, actionable internal tickets for both Project/Development and Production/Support.</li> <li><strong>Global Coordination:</strong> Facilitate hand-offs with our India-based engineering teams, including occasional early-morning syncs to align overnight progress with US client priorities.</li> <li><strong>Internal Documentation Management: </strong>Design and structure our Professional Services Confluence sites. This includes organizing the site structure, maintaining page content, and keeping our internal "source of truth" accurate and easy to navigate. </li> <li><strong>Client Satisfaction:</strong> Own the end-to-end process for customer satisfaction surveys and feedback loops. This includes facilitating surveys, analyzing response data, and presenting actionable insights to leadership to improve our service delivery.</li> </ul> <p><strong>Customer Operations: Take ownership of customer operations projects, such as support portals - gathering requirements, defining scope and delivering solutions to internal teams for ongoing operations.</strong></p> <h3><strong>Qualifications & Requirements</strong></h3> <ul> <li><strong>Experience:</strong> 2+ years of experience in technical support, IT operations, coordination, or a data-adjacent role.</li> <li><strong>Technical Foundation (Required):</strong> A working understanding of how web applications and APIs work, and the ability to do basic troubleshooting (reading logs, inspecting API responses, recognizing common error patterns).</li> <li><strong>Querying Skills:</strong> Hands-on exposure to SQL is required. Familiarity with JQL (Jira) and NRQL (New Relic) is a plus — if you haven't used them, you should be comfortable picking them up quickly.</li> <li><strong>AI-Augmented Workflow (Required):</strong> You should be a regular, proficient user of AI tools in your day-to-day work. We treat AI as a force multiplier for accuracy, speed, and technical depth, and we expect everyone on the team to do the same.</li> <li><strong>Education:</strong> Bachelor's degree in Information Systems, Computer Science, Business, or a related field — or equivalent practical experience.</li> <li><strong>Location & Hours:</strong> Must be based in US Eastern or Central Time. Your standard day will overlap with Pacific Time client meetings, and you'll occasionally take early-morning calls (roughly 7–8 AM ET) to sync with our India team during their evening hours. As with most support teams, there may be occasional shift adjustments to cover critical production needs, but this is not a 24x7 on-call role.</li> <li><strong>Mindset:</strong> Proactive, organized, and analytical. You take ownership of follow-ups, close the loop after meetings, and exercise good judgment about when to escalate versus dig deeper yourself.</li> <li><strong>Communication:</strong> Clear written and verbal communication — you'll be the bridge between clients, vendors, and engineers, so being concise and precise matters.</li> </ul><div class="content-pay-transparency"><div class="pay-input"><div class="title">Base annual salary</div><div class="pay-range"><span>$66,000</span><span class="divider">—</span><span>$88,000 USD</span></div></div></div><div class="content-conclusion"><div class="WaaZC"> <div class="RJPOee EIJn2"> <div class="rPeykc" data-hveid="CAIQAQ" data-ved="2ahUKEwiX3uT96-aKAxVAlu4BHecOHuYQo_EKegQIAhAB"> <p><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><strong>Our Guiding Principles</strong></span></p> <p><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Our products are for nothing if their creators are not fulfilled in their work. We want our employees to flourish at Sureify. We do not fawn over status or titles, instead, we honor effort and intelligence. The best idea wins no matter which colleague proposed it. We do not shortcut our mission with overblown claims or false promises. Sticking to the truth is both a strategy and a principle for us.</span></p> <p><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Sureify is an Equal Opportunity Employer committed to diversity. Qualified applicants will receive consideration for employment without regard to race, color, national origin, citizenship, ancestry, religion, sex, sexual orientation, gender perception or identity, age, disability, veteran or military status, or any other basis prohibited by law.</span></p> </div> <div class="rPeykc" data-hveid="CAIQAQ" data-ved="2ahUKEwiX3uT96-aKAxVAlu4BHecOHuYQo_EKegQIAhAB"><span class="oXzekf" style="font-family: helvetica, arial, sans-serif; font-size: 12pt;" data-huuid="9249895662373695063">If you are a California resident, please be aware Sureify collects personal information from you during the application process, which may include your name, contact details, employment history, and educational background, in accordance with the California Consumer Privacy Act (CCPA). We use this information solely to evaluate your candidacy for employment and may share it with internal hiring personnel as needed.</span> <div class="NPrrbc" data-cid="671e6cde-f058-438c-8412-8cadcffae419" data-uuids="9249895662373695063"> <div class="BMebGe btku5b fCrZyc LwdV0e FR7ZSc OJeuxf" data-hveid="CAUQAQ" data-ved="2ahUKEwiX3uT96-aKAxVAlu4BHecOHuYQ3fYKegQIBRAB"> <div class="niO4u"> </div> </div> </div> </div> </div> </div></div>

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...