Job Description
A Support and Operations Analyst responsible for managing and troubleshooting go-to-market systems, ensuring smooth internal workflows, and driving process improvements to enhance product support and operational efficiency within a SaaS environment.
Key Responsibilities
- Support and troubleshoot go-to-market tools and platforms for internal teams and external users.
- Investigate and resolve discrepancies in go-to-market data and ensure data hygiene.
- Conduct functional testing and validation of product enhancements, launches, and bug fixes.
- Design and implement process improvements, including automation tools and self-service resources.
- Maintain and update knowledge bases, documentation, and support resources.
- Build and improve dashboards to monitor system performance and product health.
- Identify recurring issues and collaborate with product teams to inform roadmap improvements.
Requirements
- Bachelor's Degree or years of professional equivalent experience.
- 4 years of experience in a technical support, operations, or systems analyst role, ideally within a SaaS or technology environment.
- Demonstrated ability to troubleshoot and navigate complex, technical systems and workflows.
- Effective communicator with a collaborative mindset and strong interpersonal skills.
- Proven ability to manage competing priorities and meet deadlines in a fast-paced environment.
- Strong analytical and problem-solving abilities, with comfort interpreting operational data.
- Experience with project and task management tools and methodologies.
- Familiarity with platforms such as Salesforce, Stripe, Mixpanel, Datadog, and Contentful.
- Strong organizational skills with excellent attention to detail.
- Understanding of B2B marketing and sales processes and funnels.
- Hands-on experience supporting sales enablement or go-to-market tooling.
- Experience managing B2B eCommerce systems and content management platforms.
Benefits & Perks
Competitive total compensation package
Employee-led remote and flexible working
Health benefits
Support for remote work where operationally feasible
Opportunities for career development and growth
Inclusive work environment with accommodations for persons with disabilities
Ready to Apply?
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