Technical Support Analyst (Helpdesk)

Responsibilities

The Technical Support Analyst will resolve customer issues, troubleshoot software bugs, and escalate complex problems to the development team using Jira. They will also guide customers through software navigation, assist with HUD reporting, and contribute to internal knowledge base documentation.

Requirements

Candidates must have at least one year of customer-facing support experience and a technical foundation through a degree, certification, or equivalent experience. Strong diagnostic skills, clear communication abilities, and the capacity to work effectively in a remote, collaborative environment are required.

Skills

• Technical support
• Customer service
• Troubleshooting
• Jira
• Data analysis
• Software navigation
• HUD reporting
• Bug reporting
• Documentation
• Communication
• Problem solving
• Attention to detail
• Collaboration
• Time management
• Risk assessment

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Mental health support
• Employee assistance program
• Paid parental leave
• Paid vacation
• Volunteer days
• 401(k) retirement match
• Internet stipend
• Home office stipend
• Wellness programming
• Pet insurance
• Legal insurance

About this role

About Bitfocus
At Bitfocus, our mission is simple but ambitious: help end homelessness. We build and support Clarity Human Services, the technology that powers communities across the country in connecting people experiencing homelessness with the resources they need.
We lead with care, innovate with insider knowledge, and believe deeply in the power of community. We know strong candidates don't always look the same on paper, so if you're excited about this role, we'd love to hear from you. People with lived experience of homelessness are strongly encouraged to apply.
About the role
Communities rely on Clarity Human Services to meet HUD reporting deadlines and keep their day-to-day data work moving, and when something gets in the way, you're the person who gets them unstuck. If you love helping people through frustrating technical problems, you'll troubleshoot customer issues, turn them into clear answers, and escalate bugs to our developers through Jira. This is a fully remote role reporting to the Technical Support Manager, with a defined career track that lets you take on more complex tickets and more independence as your skills build.
About the Technical Support team
Our Technical Support team is the front line for the customers who rely on Clarity Human Services every day. We work as a tiered, collaborative team, handing off to each other and to development with the detail needed to keep customers moving. Our focus areas include:
Customer troubleshooting and issue resolution
Escalation management and bug reporting
HUD and Federal Partner reporting support
Data analysis and software navigation guidance
Documentation and knowledge base content
Pre-release testing and customer experience feedback
What you'll do
Resolve customer issues. Work technical support tickets at your tier, researching and deploying solutions for new and emerging problems and escalating to the next tier when it's the right call.
Guide customers through the software. Help customers navigate Clarity Human Services, build and edit data outputs, and use reporting efficiently, including HUD and Federal Partner reporting and data analysis.
Troubleshoot bugs and escalate with care. Identify bugs, create Jira tickets independently, and include enough detail that the receiving team doesn't need to go back to the customer.
Spot risk early and use your judgment. Recognize when an issue could affect a customer's data, reporting deadlines, or compliance, and flag it quickly rather than waiting for it to grow.
Build our shared knowledge. Partner with the documentation team on user guides, FAQs, and knowledge base articles so the next customer finds the answer faster.
Help us ship better releases. Join pre-release sprint testing and QA/QC with the development team, and report your results clearly.
Be the voice of the customer. Gather feedback, notice patterns in pain points, and propose improvements to the Customer Experience team and other stakeholders.
Keep learning. Stay current on new releases, enhancements, and HUD reporting specifications, and take on special projects and training assigned by the Technical Support Manager or Shift Lead.
You'll know you're succeeding when...
Your tickets are resolved or escalated within your tier's scope, with clear notes on what you did.
Your escalations to the next tier or to Jira arrive with everything the receiving team needs, with no re-asking the customer.
Customers tell us your guidance on software use, reporting, and data analysis was accurate and usable.
The guides, FAQs, and knowledge base articles you contribute to are accurate and current.
Your pre-release testing results are documented and shared with the development team, and your customer feedback is logged with proposed improvements.
You're resolving more complex tickets on your own, and moving up in scope as a result.
What you bring
Customer-facing support experience. At least 1 year in a customer-facing support role, helping customers, troubleshooting technical issues, and delivering great service.
A technical foundation. A degree or certification in computer science, information technology, or a related field, or equivalent professional experience.
Diagnostic curiosity. You dig into problems, find root causes, and offer solutions or workarounds.
Clear communication. You explain technical concepts in writing and out loud to both technical and non-technical audiences.
Calm under pressure. You listen actively, give accurate information, and manage customer expectations when things get tense.
Organization and attention to detail. You juggle multiple inquiries without dropping the details.
Collaboration and self-direction. You share what you know, work well with other teams, and stay connected and productive on a remote team.
Nice to have
Experience in a technical or IT support environment.
Experience working on a completely remote team.
Experience with Clarity Human Services HMIS.
Knowledge of HMIS industry standards and regulations.
Familiarity with technical support best practices.
Why Bitfocus
We invest in your health, growth, and life outside of work:
Exceptional culture, real mission. Join a team that leads with care and is genuinely committed to getting this work right.
Comprehensive healthcare. 100% employer-paid medical, dental, and vision coverage for employees, including free virtual medical and mental health visits through Healthiest You regardless of plan enrollment.
Mental health support. A confidential Employee Assistance Program plus in-network therapy options.
Generous parental leave. 12 weeks paid, for growing families.
Real time to recharge. Three weeks paid vacation, two paid volunteer days, and a paid R&R Week at year-end.
Retirement match. 401(k) with a 4% company match.
Remote-life stipends. Monthly internet and home office stipends to help you do your best work from wherever you are.
Wellness programming. Year-round physical, emotional, financial, and social wellness resources through our EmpowerLinc pr...

About Bitfocus

Software Development · 51-200 employees · headquartered in Las Vegas, Nevada · founded 2003