EverPro - Technical Support Analyst, Remote (US)

At EverCommerce [Nasdaq: EVCM], we are on a mission to digitally transform the service economy with tailored, end-to-end SaaS solutions that simplify and empower the lives of our 685,000+ customers.  As a leading service commerce platform, our modern digital and mobile applications create predictable, informed, and convenient experiences between customers and their service professionals in the areas of Home & Field Services, Health Services, and Fitness & Wellness industries. 

We are building an extraordinary company and looking for talented, energetic, and motivated people to join our team. You can learn more about our Company, Culture and Values here: https://careers.evercommerce.com/us/en 

Customer Experience Solutions is looking for a Technical Support Analyst to provide expert-level support for our Listen360 product! In this role, you will diagnose, troubleshoot, and resolve technical issues while ensuring a seamless and delightful customer experience. You will serve as a product expert, collaborating across teams to drive efficient solutions that empower our clients' success.

At Evercommerce, client delight is infused in everything we do. This role goes beyond technical support. It’s about delivering outstanding service, anticipating client needs, and ensuring every interaction is positive, efficient, and impactful.

Who We Are

Fostering the relationship between our clients and their customers requires their sacred trust. We strive to earn that trust daily by providing the tools they need to assess, promote, and grow their business. We empower our people to achieve this by having authentic conversations, building skills for the future, owning our results and granting permission to take risks.

Who You Are

You are a detail-oriented and proactive problem solver who finds fulfillment in technical troubleshooting, client advocacy, and process improvement. You thrive in a fast-paced environment, take ownership of issues, and communicate effectively with customers and internal stakeholders. You are eager to learn, resilient, and committed to going beyond issue resolution to create truly positive client experiences.

Key Responsibilities

• Product Mastery: Develop deep expertise in the Listen360 platform to provide customers with best-practice guidance, proactive solutions, and strategic insights.
• Technical Troubleshooting: Accurately diagnose and resolve complex technical issues across diverse user environments, ensuring high standards in resolution and client satisfaction.
• Incident Management: Document all customer interactions, troubleshooting steps, and resolutions with precision and clarity to ensure knowledge continuity and process improvement.
• Customer-Centric Support: Respond to support tickets with urgency and empathy, analyze client-reported issues, and collaborate with internal teams to deliver the best possible outcome.
• User Engagement: Work directly with customers to understand their technical challenges, translate issues into clear solutions, and provide expert recommendations that enhance their experience.
• Cross-Team Collaboration: Partner with engineering, product, and customer success teams to drive swift resolutions and contribute to continuous product improvement.
• Technical Communication: Convey complex technical concepts in a way that is accessible and actionable for users of varying technical expertise.
• Escalation Management: Prioritize and escalate critical issues as necessary, ensuring timely resolution and minimal disruption to the client.

Skills & Qualifications

• Experience in technical support, IT helpdesk, or SaaS product support
• Strong troubleshooting skills with the ability to diagnose software integration and application issues
• Exceptional verbal and written communication skills with a client-first approach
• Ability to manage multiple priorities in a fast-paced environment while maintaining a commitment to client delight
• Familiarity with CRMs, APIs, SQL, or system integrations is a plus
• Strong analytical and problem-solving mindset with high attention to detail
• Proactive, adaptable, and solutions-oriented—able to anticipate customer needs and exceed expectations
• Ability to work independently and collaborate effectively across teams

Benefits & Perks: 

• Flexibility to work where/how you want within your country of employment – in-office, remote, or hybrid 
• Robust health and wellness benefits, including an annual wellness stipend 
• Continued investment in your professional development
• 401k with 4% company match
• Annual wellness stipend 
• Flexible and generous paid time off 
• Employee Stock Purchase Program

Where: Remote, U.S. Hours: 9am-6pm EST.

The EverCommerce team is distributed globally, with teams in the U.S., Canada, the U.K., Jordan, New Zealand, and Australia. With a widely distributed team, we are used to working remotely across different time zones. This role can be based anywhere in the United States or Canada – if you’re close to one of our offices, we can set you up in-office or you can work 100% remotely. Please note that you must be eligible to work without sponsorship to qualify for this position, and this role may require travel to our Corporate Headquarters in Denver, Colorado, or to other office locations around North America.  

Compensation: The target compensation for this position is $60K-$68K in most US locations. Final offer amounts are determined by multiple factors including location, local market variances, and candidate experience and expertise, and may vary from the amounts listed above