Job Title: Business Analyst, Platform and Partner Support (Independent Contractor, Remote)
Company: US-based SaaS company
Location: Remote (Must work US hours, 6 AM 2 PM Pacific Time or 9am - 5pm Eastern Time)
Compensation: $2,000 - 2,500 per month USD
About the Role
We are looking for a technically-minded Business Analyst (Platform/Partner Support) to bridge the gap between our client-facing Operations team and our Product/Engineering squads. In this role, you will act as the primary technical liaison, handling complex support requests, streamlining partner integrations, and managing high-level escalations.
Your mission is to provide high-touch technical support that our generalist Ops team cannot, ensuring our clients receive expert guidance while allowing our developers to stay focused on building the future of our platform.
Primary Responsibilities
- Technical Liaison & Triage: Serve as the first point of escalation for the Ops team. Triage, investigate, and resolve complex platform issues that require deeper technical insight.
- Partner & Customer Onboarding: Lead the technical implementation for new partners and customers, specifically focusing on SSO integrations (Entra ID and future Okta deployments).
- Workflow Optimization: Organize and document support workflows to improve response times and create a repeatable, scalable support framework.
- Technical Synthesis: Translate intricate technical bugs and system behaviors into clear, actionable insights for non-technical internal stakeholders and clients.
- Quality Assurance & Testing: Participate in platform testing to identify potential friction points before they impact our partners or customers.
- Accessibility Advocacy: Support digital accessibility initiatives to ensure our platform remains compliant and inclusive for all users.
- Knowledge Management: Build and maintain a robust repository of FAQs, troubleshooting guides, and resolution scripts to empower the Ops team and reduce recurring escalations.
Key Skills & Qualifications
- Technical Troubleshooting: Strong ability to diagnose issues within a SaaS platform environment, including experience with APIs and browser-based debugging.
- Identity Management: Hands-on experience or strong conceptual knowledge of SSO (Single Sign-On) protocols and Identity Providers (primarily Microsoft Entra ID/Azure AD; Okta experience is a plus).
- Communication: Exceptional ability to translate technical jargon for non-technical audiences.
- Organization: Proven track record of managing multiple competing priorities and documenting processes from scratch.
- Analytical Mindset: You don't just fix the problem; you identify the root cause and suggest long-term product improvements.
Impact of the Role
By joining our team, you will have a direct impact on three key areas:
- Operational Efficiency: You will alleviate technical pressure on the Ops team, allowing them to focus on high-volume customer success.
- Customer Satisfaction: You will drive faster resolution times for complex tickets, increasing trust and retention among our top partners.
- Product Velocity: You will act as a shield for the Engineering team, reducing context-switching and ensuring they only handle true code-level bugs
