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 decisions.

• Trains and supports customer-facing teams on LMS functionality, troubleshooting approaches, and best practices.

Operational Excellence & Performance

• Maintains consistent service quality against defined Service Level Objectives, contributing to and in some areas owning the team’s OKR reporting.

• Tracks and reports on engineering deflection—volume of issues resolved without engineering involvement and estimated engineering time preserved—as a core performance indicator.

• Ensures adherence to standard operating procedures and company policies, maintaining compliance and best practices across all workflows.

• Performs ad-hoc duties as required.

What you'll bring:

• 3+ years of experience in Technical Support, Technical Services, Solutions Engineering, Business Systems Analysis, or a similar technical customer-facing role.

• Strong troubleshooting experience, including analyzing logs, investigating system issues, identifying root causes, and working with engineering teams to resolve complex problems.

• Experience managing or supporting ITIL-based processes such as Incident, Problem, and Change Management.

• Ability to translate customer business requirements into practical technical solutions and implementation recommendations.

• Strong communication skills and experience partnering with Customer Success, Support, Product, and Engineering teams to drive outcomes.

Are you ready to become an Absorber?

What we offer:

• Fully remote-first work with flexible work arrangements

• Comprehensive Health and Wellness Benefits including retirement savings programs, eligibility for two different bonus plans, generous time off, comprehensive medical and dental benefits based on your country of location

• New Hire Equipment Allowance and monthly Flex Allowance to support your success

• Endless opportunity for career growth and internal mobility

• Employee driven DE&I programs

Who are we?

Absorb Software is the leading global AI-driven learning platform provider, helping organizations unlock the full potential of their workforce. With its innovative Strategic Learning Systems (SLS) approach, Absorb empowers businesses to align learning with strategic goals, driving measurable impact and workforce agility. The Absorb LMS platform delivers personalized, scalable, and engaging learning experiences for employees, customers, and partners worldwide. Trusted by over 3,300 organizations and 34 million users, Absorb is redefining the future of workplace learning through cutting-edge AI, seamless integrations, and an unwavering commitment to innovation. We empower learners to enrich their lives, workplaces and communities.

Our values are simple:

• We achieve exceptional results by genuinely caring about each other and the work we do

• We’re united, and we grow through our commitment to elevating continual learning!

AI @ Absorb

We believe in the power of AI and technology to make learning accessible to everyone. By exploring new tools and constantly experimenting, we’re redefining what’s possible. We take an AI‑first approach to unlock human potential, drive impact, and scale better outcomes. As the world evolves, Absorb is committed to growing with you. Investing in your skills every step of the way.

We use AI tools to support our recruitment process, such as organizing applications and highlighting potential matches based on role requirements. While these tools help streamline our review, all screening and final hiring decisions are made by our recruitment team. We encourage candidates to apply authentically and not rely solely on AI-generated responses in their applications.

Absorb is proud to be an equal opportunity employer, we celebrate diversity and are committed to creating a safe and inclusive environment for all our people. All employment decisions are based on business needs, job requirements and individual qualifications. Should you require any accommodation during the recruitment process, please indicate this on your application and we will work with you to meet your accessibility needs. For any questions, please contact us at accessiblecareers@absorblms.com

Successful candidates for this position will be subject to pre-employment background screening, including a criminal record check and must be able to show proof of legal eligibility to work in the country they have applied to without sponsorship.