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Technical Support Analyst - Remote for California Residents

June 8, 2026

Location: Remote for California residents, Company based in Folsom, CA Department: Technology / Operations Reports To: Chief Operating Officer Position Overview This role is primarily responsible for supporting both internal and external users by resolving technical issues related to our systems, primarily Salesforce, as well administration other SaaS applications (i.e. Slack, Okta, SharePoint). The ideal candidate will have a strong interest in becoming a certified Salesforce Administrator and become an expert in the functionality and use of other SaaS applications across our organization. Note: While certification is not required at the time of hire, it is expected to be completed as part of the role’s ongoing professional development. The ideal candidate will demonstrate excellent communication skills, both with external clients and internal teams, and possess the ability to investigate, research, and recommend solutions to technical challenges. The Technical Support Analyst will report directly to the Chief Operating Officer and collaborate closely with the technical, operational, and leadership teams. Key Responsibilities The position of Technical Support Analyst will be directly responsible for the following: <ul> <li>Provide technical assistance to users via phone (inbound/outbound), chat, email, and other communication channels for web-based system and login issues.</li> <li>Support Salesforce administration, including data corrections, cleanup projects, and user assistance.</li> <li>Serve as the primary point of contact for third party support tickets with IT vendors and SaaS application help desks.</li> <li>Maintain clear and timely communication with end users regarding incident status and resolution.</li> <li>Perform daily data reconciliations between Salesforce and third-party system reports.</li> <ul> <li>Investigate discrepancies, resolve missing data, and disposition system cases.</li> <li>Collaborate with third-party teams to resolve and clear system issues.</li> <li>Escalate issues to the appropriate internal teams for resolution.</li> </ul> <li>Manage and monitor shared mailboxes and calendars, as well as Slack and Teams channels related to technical support and system integrations.</li> <li>Updating internal documentation and process guides as needed.</li> <li>Reproduce and document technical issues to support bug validation and resolution for process improvement.</li> </ul> <ul> <li>Administer SaaS, including: RingCentral, Slack, Okta. Loom, Jira/Confluence, SharePoint permissions.</li> <li>Identify and document process improvements for future development.</li> <li>Assist with testing of bugs and future enhancements.</li> <li>Perform other duties as assigned.</li> </ul> Skills & Competencies <ul> <li>Experience with Data Loader is a plus</li> <li>SaaS application management (users, licenses, cross app integration, workflows)</li> <li>Experience with ticketing systems (Salesforce and/or Jira)</li> <li>Strong communication skills with the ability to explain technical concepts, with patience, to non-technical users both written and verbal.</li> <li>Excellent analytical and problem-solving skills.</li> <li>Customer service-oriented attitude and outstanding interpersonal skills.</li> <li>Proficient in Microsoft Office Suite, and Visio/LucidChart, with high aptitude for Outlook and Excel functionality.</li> <li>Attention to detail. Must demonstrate accuracy and thoroughness with high volume transactions, and multiple areas of responsibility.</li> <li>Understand SDLC (Waterfall and Agile), preferred.</li> <li>Ability to multi-task, effectively prioritize and adapt quickly with minimal supervision.</li> <li>Team player, willing to help to resolve technical and business process issues.</li> </ul> Education & Experience <ul> <li>5 years experience in the field of IT-support with emphasis on phone and email support for SaaS and web based software.</li> </ul> <ul> <li>Salesforce Administration experience (not certified), 2 years minimum required</li> </ul> <ul> <li>Bachelor’s degree in Information Technology, Computer Science or related field or a proven record of success.</li> </ul> <ul> <li>Insurance Industry (Commercial), preferred.</li> </ul> Benefits Offered <ul> <li>Competitive salary</li> <li>Benefits: Medical, dental, vision, FSA, 401K with match, LTD, Life Insurance, AD&D, and EAP</li> <li>Employer-sponsored training and professional development</li> </ul> About Us Community Association Insurance Solutions (CAIS) is a Commercial Insurance Wholesaler and Program Administrator specializing in protecting Homeowners' Associations (HOAs), Condominiums (Condos), Townhomes and Planned Unit Developments (PUDs). Visit <a href="http://www.caislive.com">www.caislive.com</a> for more information about our company.<div class="content-pay-transparency"><div class="pay-input"><div class="description">Pursuant to California regulation, the compensation range for this position is as stated and includes eligibility for performance-based bonuses. </div><div class="title">California Pay Range</div><div class="pay-range">$70,304—$81,000 USD</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...