We are seeking a highly analytical and diplomatic Support Business Analyst to bridge the gap between our clients, internal stakeholders, and technical/product teams. In this role, you will analyze incoming requests, discern core requirements, and coordinate effective solutions. Crucially, you will act as a masterful mediator and negotiator within the company. You will be tasked with navigating complex internal dynamics, skillfully managing expectations, and aligning cross-functional teams—especially when dealing with high-tension situations, conflicting priorities, or demanding internal clients.
Key Responsibilities
- Exceptional Internal Stakeholder Management: Expertly navigate relationships with demanding or difficult internal clients (e.g., Sales, Account Management, or Engineering). Mediate conflicts, de-escalate tensions, and align competing priorities using data-driven negotiation and tactful diplomacy.
- Requirement Analysis & Triage: Deeply read, analyze, and discern incoming customer requests. Accurately categorize issues to distinguish between technical bugs, training gaps, configuration errors, and new feature requests.
- Cross-Functional Coordination & Boundary Setting: Act as the central liaison between Customer Support, Product, and Engineering. Route issues properly while setting firm, realistic expectations with internal teams to prevent burnout and ensure fair prioritization.
- Translation & Documentation: Translate complex technical jargon into clear, user-friendly language for customers. Conversely, translate customer pain points into structured, actionable technical requirements (e.g., user stories, Jira tickets) for developers.
- Expectation & SLA Management: Monitor the progress of escalated tickets, ensuring alignment with service expectations. Proactively communicate updates, delays, and resolutions, acting as a shield and a bridge during critical incidents.
Basic Requirements
- Experience: 2+ years in a hybrid role combining Business Analysis, Technical Support, or Customer Success within a software or technology environment.
- Advanced Conflict Resolution: Exceptional ability to handle friction and pushback from internal teams. A proven track record of turning adversarial internal interactions into collaborative partnerships through active listening, empathy, and objective reasoning.
- Analytical Mindset: Exceptional ability to "read between the lines" of customer and internal complaints, ask the right probing questions, and diagnose the true underlying business or technical need without getting swept up in the emotion of the request.
- Coordination & Leadership: Proven ability to manage multiple moving parts, follow up relentlessly, and lead by influence (without direct authority) across different departments.
- Tool Proficiency: Hands-on experience with ticketing and project management systems (e.g., Jira, Zendesk, Salesforce, or similar).
Desirable Skills (Plus)
- Familiarity with Agile/Scrum methodologies.
- Basic understanding of software architecture, APIs, or database querying (SQL) to aid in initial troubleshooting and gain credibility with engineering teams.
- Experience creating technical documentation, user guides, or standard operating procedures (SOPs
