Technical Analyst

About this role

The Technical Analyst sits within the Technology organization, operating as a critical bridge between Customer Success teams and Engineering. This role ensures that customer-impacting issues are triaged, prioritized, and either resolved or appropriately directed, protecting engineering capacity and system integrity. In addition to core ITSM responsibilities, this role leads advanced solutioning efforts: translating complex customer business needs into high-quality, implementation-ready solutions. Working alongside SRE and development teams under the broader technology organization, this role combines deep technical judgment with a solutions-oriented mindset to drive both service reliability and continuous product value.

What you'll do:

Advanced Solutioning

- 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.

Customer Issue Support & Engineering Triage

- 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.

Change Control Management

- 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.

Process Ownership & Continuous Improvement

- 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.

Collaboration & Stakeholder Engagement

- 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…