Process Analyst, Technical Support

The Role:

The Process Analyst is a mid-level individual contributor who independently owns and improves support processes within the Technical Support organization. The Process Analyst is responsible for documenting complete workflows, identifying operational inefficiencies, and implementing process improvements to enhance support efficiency, consistency, and customer satisfaction. Additionally, the Process Analyst drives problem management by analyzing Customer Reported Trends (CRTs), investigating repeat incidents, and collaborating with key stakeholders to proactively reduce contact volume.

This position works closely with Technical Support leadership, specialists, and cross‑functional stakeholders including Product, Engineering, and Customer Success to standardize processes across Tier 1–3 support. The Process Analyst leads improvement initiatives with minimal oversight, applying analytical thinking and operational insight to continuously evolve support processes as the organization grows.

• Own and maintain comprehensive support process documentation, including SOPs, workflows, decision trees, and escalation paths for Tier 1–3 support.
• Ensure all documentation is accurate, current, and reflects operational realities and support priorities.
• Update documentation for new products, customers, and support models as needed.
• Lead process mapping initiatives, including current‑state analysis and future‑state design.
• Identify process gaps, inefficiencies, risks, and sources of operational friction.
• Recommend and implement practical, scalable improvements to support workflows.
• Lead or co‑lead post‑incident process reviews and standardization initiatives.
• Partner with Team Leads, Quality, and Subject Matter Experts to ensure processes are understood, adopted, and consistently followed.
• Collaborate with Product, Engineering, and Customer Success teams to align support processes with product and customer needs.
• Facilitate working sessions and improvement meetings, document outcomes, and drive follow‑up actions.
• Create and maintain basic to intermediate operational reports and dashboards, such as SLA performance, MTTR trends, and backlog health.
• Analyze operational data to identify trends, volume drivers, and recurring issues to drive organizational improvements.
• Use data insights to support and prioritize process improvement recommendations.
• Support change management activities related to process updates, including documentation changes, communications, and rollout coordination.
• Help ensure new or updated processes are integrated into daily operations with minimal disruption.

• 2–5 years of experience in technical support, support operations, process improvement, or a related role.
• Demonstrated experience documenting and improving operational processes.
• Experience creating and maintaining operational reports or dashboards.
• Strong ability to work cross‑functionally and influence without direct authority.
• Excellent written and verbal communication skills.
• Strong organizational, analytical, and prioritization skills.

• Experience working in ITIL‑aligned or incident management environments.
• Familiarity with support platforms such as Service Now, Zendesk, Salesforce, or Jira.
• Exposure to Lean, Six Sigma, or continuous improvement methodologies.
• Advanced Excel or BI tool experience, including formulas, pivot tables, and trend analysis.
• Experience supporting regulated, high‑availability, or complex technical product environments.

Applicants must be authorized to work for ANY employer in the U.S. Employer will not sponsor applicants for work visas.

The estimated base annual salary range for this position is $76,245 to $103,155, though a candidate’s base annual salary shall be determined on a range of factors, including, but not limited to, qualifications and experience. This position may additionally be eligible for an annual discretionary bonus.

• Generous time off policy that allows you to put your family first
• Opportunity to work on the cutting edge of pharmacy automation in a high growth tech company
• Competitive benefits, salary, and talent…