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If you’ve Googled “Support Analyst job description,” you’ve probably seen the same thing over and over: bullet points, corporate jargon, and vague responsibilities like “provide technical support” or “troubleshoot issues.”
The problem? Those posts don’t actually help you attract great candidates. They’re generic, lifeless, and written more like internal checklists than invitations to join a team.
The truth is: top candidates don’t apply to jobs that sound like every other one out there. They want clarity, context, and a reason to care. They want to know who they’ll be working with, why the role matters, and what makes your company worth their time.
Before we dive into specific Support Analyst templates, I recommend checking out our full guide on how to write a job post that attracts top talent , Link https://workscreen.io/how-to-write-a-job-post/ . In it, we break down why generic job posts fail and how to create ones that actually connect with the kind of talent you want.
In this article, we’ll go deeper into the Support Analyst role—what it really is, how to describe it in human terms, and how to write a job description that doesn’t just tick boxes, but attracts the right people.
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What a Support Analyst Actually Does - Their Roles
A Support Analyst isn’t just “the person who answers tickets.” They’re the bridge between your customers, your technology, and your internal teams. In plain English: they make sure problems get solved, systems run smoothly, and people feel supported.
At their core, Support Analysts:
- Help customers and internal staff troubleshoot technical or system issues.
- Communicate clearly—translating complex problems into simple explanations.
- Work closely with IT, product, or engineering teams to escalate and resolve issues.
- Spot patterns in recurring problems and suggest improvements.
Think of them as part troubleshooter, part educator, and part problem-preventer. Reliability, patience, and communication skills matter just as much as technical know-how. And because they’re often on the front lines, they directly shape how people experience your company’s product or service.
Two Great Support Analyst Job Description Templates
We’ll provide two tailored job description options:
1.✅ Option 1: For employers looking to hire an experienced candidates with prior experience.
2.Option 2: For employers open to hiring entry-level candidates or those willing to train someone with potential.
✅ Template 1: Job Description For Experienced Support Analyst
Job Title: Support Analyst (Tier 2) — SaaS Analytics
Company: Nimbus Analytics
Location: Remote (U.S./Canada) | Full-Time
Compensation: $62,000–$72,000 base + bonus
🎥 A quick note from our Support Lead
Watch a 60-second intro on how our team solves problems and grows careers. (Insert Loom/YouTube link.)
Who We Are
Nimbus Analytics is a SaaS platform that helps 3,200+ retail and e-commerce brands turn their data into decisions. We ingest billions of events daily and surface clear insights so operators can act fast. We’re a remote-first team headquartered in Austin, TX, backed by customers who value our calm, no-drama support culture.
The Role
You’ll be the go-to expert for complex issues—owning advanced troubleshooting, leading root-cause analysis, and partnering with Product/Engineering to make sure problems don’t just get fixed—they stay fixed. You’ll elevate our knowledge base, mentor Tier 1, and spot patterns that drive product improvements.
What You’ll Do
- Investigate and resolve Tier 2 tickets via email/chat/video; own issues end-to-end.
- Reproduce bugs, analyze logs, query data (basic SQL), and document findings.
- Escalate crisply to Engineering with actionable context and proposed next steps.
- Create and maintain public help articles and internal runbooks.
- Identify recurring issues, propose fixes, and drive preventive solutions.
- Coach Tier 1 to improve first-contact resolution and time-to-solve.
What We’re Looking For
- 2–4 years in technical support or IT helpdesk (SaaS preferred).
- Strong troubleshooting (APIs, auth, web apps, browser/network basics).
- Able to turn complex details into plain-English explanations.
- Comfortable with SQL basics and tools like Zendesk/Jira/Statuspage.
- Bonus: scripting (Python/JS), Looker/Metabase, or observability tools.
Perks & Benefits
- Competitive salary + annual bonus; 401(k) with match.
- Medical, dental, vision (company-covered employee plan options).
- 20 PTO days + 10 company holidays + winter shutdown.
- Home office stipend + learning budget ($1,200/yr).
- Fully remote with quarterly team onsites.
Why This Role Is a Great Fit
- You like owning gnarly problems and leaving systems better than you found them.
- You enjoy collaborating across Support, Product, and Engineering.
- You want a calm culture that values depth, quality, and clear writing over fire-drills.
Hiring Process & How to Apply
- Apply via WorkScreen: insert link here
- Complete a short skills evaluation (log reading, triage write-up).
- 30-min call with the Support Lead → scenario interview → team panel.
We review every application and reply within 7–10 business days—no ghosting.
✅ Template 2: Job Description For Entry Level Support Analyst (Training Provided)
Job Title: Junior Support Analyst — Logistics SaaS (Training Provided)
Company: ParcelPilot
Location: Hybrid (Phoenix, AZ) | Full-Time
Compensation: $45,000–$50,000 base
🎥 A quick hello from our Hiring Manager
Meet the team and see how we train and grow Support Analysts. (Insert Loom/YouTube link.)
Who We Are
ParcelPilot helps small and mid-sized merchants track shipments, prevent delivery issues, and keep customers informed—without manual spreadsheets. Thousands of Shopify and WooCommerce stores rely on us daily. We’re a Phoenix-based, product-led company that believes great support is a teachable craft.
The Role
You’ll learn our product, support customers with empathy, and grow your technical skills through structured onboarding and mentorship. You don’t need prior SaaS experience—just curiosity, clear communication, and a habit of following problems to resolution.
What You’ll Do
- Support users via email/chat/phone; document steps and outcomes.
- Triage issues, gather logs/screenshots, and escalate when needed.
- Update help center articles as you learn.
- Participate in weekly learning sprints on web fundamentals and debugging.
- Track patterns and suggest improvements to reduce repeat tickets.
What We’re Looking For
- Strong communication, patience, and follow-through.
- Comfort learning new software; basic web/app literacy.
- Bonus: prior customer-facing experience (retail, hospitality, call center).
- High school diploma or equivalent; no degree required.
Perks & Benefits
- Medical/dental/vision + employer HSA contribution.
- 15 PTO days + 8 paid holidays + your birthday off.
- Hybrid schedule (Tue–Thu in office; Mon/Fri optional WFH).
- Paid training program + mentorship; certification stipend after 6 months.
- Commuter benefits + stocked office snacks.
Why This Role Is a Great Fit
- You want a first rung into tech where your people skills matter.
- You like clear goals, supportive coaching, and visible progress.
- You’re energized by helping customers and building confidence with tools.
Hiring Process & How to Apply
- Apply via WorkScreen: insert link here
- Complete a short, paid skills check (sample ticket triage + write-up).
- 30-min interview with the Hiring Manager → final panel.
We respond to every applicant within 5–7 business days and share outcomes clearly.
Don’t let bad hires slow you down.
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Breakdown of Why These Support Analyst Job Posts Work
1. They Start with a Human Touch
Both posts include a short video from the hiring manager or support lead. This makes the role feel real, personal, and approachable. Candidates want to see the people behind the company, not just bullet points.
2. Clear, Specific Job Titles
Instead of “Support Analyst” alone, the experienced version is “Support Analyst (Tier 2) — SaaS Analytics” and the junior version is “Junior Support Analyst — Logistics SaaS (Training Provided).” These titles instantly signal the level, the industry, and whether training is included—helping candidates self-select.
3. Company Story Adds Context
The Who We Are sections are specific to Nimbus Analytics and ParcelPilot. Instead of generic filler, they explain what the company does, who it serves, and what makes it unique. This helps candidates decide if they connect with the mission.
4. Responsibilities Show Impact, Not Just Tasks
Notice the difference between:
- ❌ “Resolve customer issues”
- ✅ “Investigate and resolve Tier 2 tickets end-to-end… escalate crisply to Engineering with actionable context.”
The posts show why the tasks matter and how they fit into the company’s bigger goals.
5. Requirements Balance Clarity with Flexibility
Nimbus’s post is more demanding (SQL, SaaS background) while ParcelPilot’s is beginner-friendly (customer service experience, willingness to learn). This ensures you don’t scare off great candidates at the junior level, while setting higher bars for senior roles.
6. Perks and Benefits Are Transparent
Both posts include salary ranges, PTO, health coverage, and extras like home office stipends or birthday leave. Top talent appreciates companies that put compensation and benefits upfront—it builds trust and filters in serious applicants.
7. Dedicated “Why This Role Is a Great Fit” Sections
These parts sell the job. They highlight culture, values, and growth potential in plain English, rather than corporate jargon. Candidates don’t just want to know what they’ll do—they want to know why it’s worth doing here.
8. Respectful, Transparent Hiring Process
Instead of “only shortlisted candidates will be contacted,” both posts detail exactly what happens: application → WorkScreen skills check → interview(s). They also promise timely responses. This respect for candidates’ time sets you apart from 90% of job posts online.
9. Clear How to Apply with WorkScreen
Including a direct WorkScreen link makes the process easy and modern. It also signals that applicants will be evaluated fairly, based on skills—not just résumés. This helps attract serious, high-quality candidates while filtering out low-effort ones.
Example of a Bad Support Analyst Job Description (And Why It Fails)
Job Title: Support Analyst
Company: GlobalTech Solutions
Location: New York, NY
Job Type: Full-Time
Job Summary
We are seeking a Support Analyst to provide technical support and troubleshooting for our company. The Support Analyst will be responsible for handling customer inquiries, resolving issues, and escalating problems to management when necessary.
Key Responsibilities
- Provide support to customers via phone and email.
- Troubleshoot system errors and escalate when required.
- Maintain documentation of support issues.
- Ensure customer satisfaction.
Requirements
- Bachelor’s degree in Computer Science or related field.
- 2–3 years of experience in a similar role.
- Strong problem-solving skills.
- Excellent communication skills.
Compensation & Benefits
Competitive salary and benefits will be discussed during the interview.
How to Apply
Interested candidates should send their résumé and cover letter to hr@globaltech.com. Only shortlisted candidates will be contacted.
❌ Why This Job Post Fails
- Generic Job Title
“Support Analyst” alone doesn’t tell candidates anything about the level, industry, or type of support. It could apply to any company in any sector. - Bland Company Intro
“GlobalTech Solutions” with no context, mission, or personality feels like filler. There’s no reason for a candidate to feel excited or connected. - Responsibilities Are Vague
Phrases like “provide support” and “ensure customer satisfaction” are buzzwords, not actual descriptions of day-to-day impact. - Requirements Are Cookie-Cutter
The list could be copied from any IT helpdesk job online. There’s no distinction between what’s required vs. nice-to-have. - No Transparency on Salary or Benefits
“Competitive salary and benefits will be discussed” signals a lack of openness and can drive top talent away. - Cold, Dismissive Hiring Process
“Only shortlisted candidates will be contacted” is the opposite of respectful. It leaves applicants guessing and discourages good people from applying. - Zero Human Touch
No mention of company culture, values, growth opportunities, or why the role matters. It feels transactional, not inviting.
Bonus Tips to Make Your Support Analyst Job Post Stand Out
Even a well-structured job description can fade into the background if it feels too much like everything else online. These bonus elements add trust, warmth, and differentiation — small details that top candidates actually notice.
🔒 1. Add a Security & Privacy Notice
Scams are everywhere, and applicants appreciate companies that protect them.
Example:
“We take the privacy and security of all job applicants seriously. We will never ask for payment, bank details, or personal financial information during the hiring process.”
This builds trust immediately.
🌴 2. Mention Leave and Flexibility
Time off matters. Even simple wording shows you value work–life balance.
Example:
“Enjoy 20 PTO days + 10 paid holidays each year, plus the flexibility to work remotely two days a week.”
This positions you as a modern employer.
📈 3. Highlight Training & Growth Opportunities
Especially for junior roles, this is a big draw.
Example:
“We invest in your growth. You’ll receive structured onboarding, mentorship, and an annual learning budget to help you level up your career.”
This helps you attract ambitious candidates who want to grow with you.
🎥 4. Include a Video from the Hiring Manager
A short Loom or YouTube video gives your job post a human face. Candidates love seeing who they’ll work with before applying. It doesn’t have to be polished — authenticity beats production value.
Here is an example that we used in our master guide on how to write a great job post description , you can check it out here https://www.loom.com/share/ba401b65b7f943b68a91fc6b04a62ad4
💬 5. Show Candidate Respect Upfront
Instead of the usual “only shortlisted candidates will be contacted,” set expectations clearly.
Example:
“We reply to every application within 10 business days. If you’re shortlisted, we’ll invite you to a skills-based WorkScreen evaluation followed by interviews.”
Respect is a massive differentiator in hiring.
🌟 6. Include Employee Testimonials
Add a quote or Glassdoor link to show what it’s like inside your company.
Example:
“‘The support team here is collaborative, helpful, and invested in your success. You never feel like you’re just solving tickets alone.’ – Current Support Analyst at Nimbus”
This makes your post more credible and relatable.
AI Caution: How (and How Not) to Use AI for Job Descriptions
AI is everywhere right now, and it’s tempting to use it to crank out job descriptions with a single click. Tools like ChatGPT or features built into ATS platforms promise instant results. But here’s the problem:
If you rely on AI without context, you’ll end up with the same thing everyone else does—generic, lifeless posts that attract low-quality candidates.
❌ The Wrong Way to Use AI
- Typing: “Write me a job description for a Support Analyst.”
- Copying and pasting the result directly into your careers page.
What you’ll get: a bland, cookie-cutter post that fails to sell your opportunity. It looks like every other listing on Indeed. Candidates can spot it—and they’ll scroll past.
✅ The Right Way to Use AI
AI works best as a polishing tool, not a replacement for your input. To get a strong, authentic job post, you need to feed it real details about your company and role.
Here’s how:
- Provide your company’s mission and culture.
- Explain what the Support Analyst will actually do day-to-day.
- Share the tone you want (professional but friendly, conversational, mission-driven, etc.).
- List your benefits, salary range, and perks.
- Highlight your hiring process (e.g., WorkScreen evaluation, interviews, timelines).
Then prompt AI like this:
“Help me write a job description for a Support Analyst at Nimbus Analytics. We’re hiring to support our SaaS analytics platform used by 3,000+ retail brands. The role involves resolving Tier 2 issues, coaching junior analysts, and collaborating with Engineering. Our culture is calm, remote-first, and growth-oriented. We offer $62–72k base salary, 20 PTO days, health benefits, and an annual learning budget.Here are a few notes I’ve written to get you started: [paste your notes]. Use a warm, human tone.”
This way, AI helps you with structure, flow, and clarity—but the authentic content comes from you.
🔑 Key Takeaway
Don’t let AI write for you in a vacuum. Treat it like an editor that sharpens your draft—not the author of your most important first impression.
Hiring doesn’t have to be hard.
If your hiring process is stressful, slow, or filled with second-guessing—WorkScreen fixes that. Workscreen helps you quickly identify top talent fast, eliminate low-quality applicants, and make better hires without the headaches.
Copy-Paste Job Description Templates for Quick Use
We know that sometimes, you just need something solid—fast.
Maybe you’ve read the guide and understand what makes a great job post. But you also want a professional, ready-to-use template you can copy, paste, and customize in just a few minutes.
That’s what this is.
✏️ Important Reminder:
Don’t copy this word-for-word and expect magic.
This is a foundation, not a final draft.
Add a Loom video, inject your team culture, and edit the details to reflect your actual company.
In this section, you’ll find two ready-to-use job description templates for quick copy-paste use — but please remember, like we mentioned above, don’t just copy them word-for-word and expect results.
Think of these as starting points, not final drafts.
- Option 1: A more conversational, culture-first job description that highlights personality and team fit.
- Option 2: A more structured format, including a Job Brief, Responsibilities, and Requirements for a traditional approach.
✅ Option 1: Conversational Job Description Template (Culture-First Style)
Job Title: Support Analyst – Be the Bridge Between People & Product at [Company Name]
💼 Location: [On-site/Hybrid/Remote] (HQ: [City, State])
🕒 Type: [Full-Time/Part-Time]
💰 Salary Range: [${X},000 – ${Y},000]/year
🎥 A quick hello from the Hiring Manager
(Insert Loom/YouTube link — 45–90 seconds on team culture, what success looks like, and how this role grows.)
Who We Are
[Company Name] helps [your customers—e.g., “growing e-commerce brands”] do [what you enable—e.g., “track orders and resolve issues before they impact customers”]. We’re a [size—startup/SMB/mid-market], [industry—SaaS/logistics/fintech/etc.] team that believes support is a craft: clear communication, calm problem-solving, and respect for people’s time.
The Role
As a Support Analyst, you’ll troubleshoot issues, translate technical details into plain English, and coordinate with [Product/Engineering/IT] to make sure problems don’t just get fixed—they stay fixed. Every interaction is a chance to build trust and improve how our product works in the real world.
What You’ll Do
- Resolve customer issues via chat/email/phone and own them end-to-end.
- Reproduce bugs, gather context, and escalate clearly to [Product/Engineering].
- Create/update help articles and internal runbooks.
- Track patterns in tickets and suggest product/process improvements.
- Contribute to a respectful, collaborative support culture.
What We’re Looking For
- Clear, friendly communication—you make complex things simple.
- Curiosity and follow-through; you close loops and document learnings.
- [1–3]+ years in support/helpdesk (SaaS a plus), or equivalent experience.
- Familiarity with [ticketing tool], [basic SQL/APIs/logs] is a plus.
Perks & Benefits
- Compensation: [${X},000 – ${Y},000]/year + [bonus/equity if applicable]
- Time off: [PTO days] + [company holidays] + [flex days]
- Health: [Medical/Dental/Vision/HSA/401(k) match—edit as needed]
- Support to grow: [Learning budget/mentorship/conferences/tools stipend]
- Work setup: [Remote/hybrid policy, home office stipend, commuter benefits]
Why This Role Is a Great Fit
- You like owning tricky problems and leaving systems better than you found them.
- You enjoy collaborating across teams and writing clearly.
- You want a [calm/fast-paced], [remote/hybrid] culture that values depth over drama.
Hiring Process & How to Apply
- Apply via WorkScreen: [Insert WorkScreen application link]
- Skills evaluation (short, role-relevant scenario).
- Interview(s) with [Hiring Manager/Team Panel].
We review every application and reply within [X–Y business days]—no ghosting.
✅ Option 2: Structured “Job Brief + Responsibilities + Requirements” Format
Job Title: Support Analyst at [Company Name]
💼 Location: [On-site/Hybrid/Remote] (HQ: [City, State])
🕒 Type: [Full-Time/Part-Time]
💰 Salary Range: [${X},000 – ${Y},000]/year
Job Brief
[Company Name] is hiring a Support Analyst to resolve user issues, improve self-serve resources, and collaborate with [Product/Engineering/IT]. You’ll handle [Tier 1/Tier 2] support, document solutions, and surface patterns that drive product or process improvements.
Responsibilities
- Diagnose and resolve issues via [email/chat/phone/video].
- Triage/escalate complex cases with clear, concise context.
- Maintain help center articles and internal runbooks.
- Analyze ticket trends and propose fixes/preventive measures.
- Deliver empathetic, professional support that reflects our values.
Requirements
- [1–3/2–4/etc.] years in technical support/helpdesk or similar.
- Familiarity with [SaaS/APIs/logs/basic SQL/ticketing tools like Zendesk/Jira].
- Strong written and verbal communication.
- Organized, accountable, and collaborative across teams.
Perks & Benefits
- Compensation: [${X},000 – ${Y},000]/year + [bonus/equity if applicable]
- Health & wellness: [Medical/Dental/Vision/HSA/Wellness stipend]
- Time off: [PTO days], [company holidays], [flex/mental health days]
- Growth: [Learning budget/certification stipend/mentorship program]
- Work setup: [Remote/hybrid policy, home office stipend/commuter benefits]
Hiring Process & How to Apply
Apply via WorkScreen: [Insert WorkScreen application link]
Process: [Short skills evaluation] → [30-min hiring manager call] → [panel/final].
We respond to all applicants within [X–Y business days] with clear next steps.
Let WorkScreen Handle the Next Step of Hiring
Writing a great Support Analyst job description is only half the battle. The real challenge comes next: sorting through dozens (or hundreds) of applicants to find the people who actually have the skills, mindset, and drive to succeed in the role.
That’s where WorkScreen.io helps.
With WorkScreen, you can:
- ✅ Quickly identify your most promising candidates.
WorkScreen automatically evaluates, scores, and ranks applicants on a performance-based leaderboard—making it easy to spot top talent, save time, and make smarter, data-driven hiring decisions.
- ✅ Easily administer role-specific skill tests.
With WorkScreen, you can administer one-click skill tests to assess candidates based on real-world ability—not just credentials like résumés and past experience. This helps you hire more confidently and holistically.
- ✅ Eliminate low-effort applications.
WorkScreen automatically eliminates low-effort applicants who use AI Tools to apply, copy-paste answers, or rely on “one-click apply.” This way, you focus only on genuine, committed, and high-quality candidates—helping you avoid costly hiring mistakes.
- ✅ Save time and make smarter decisions.
Hiring becomes faster, more fair, and more accurate—so you can build a team that actually performs.
If you’re ready to move beyond generic résumés and guesswork, pair your job description with WorkScreen. Together, they turn hiring into a smarter, faster, and more human process.
start turning your job descriptions into your best recruiting tool.
Frequently Asked Questions - Support Analyst Job Description
Beyond technical troubleshooting, the best Support Analysts combine problem-solving, communication, and empathy. They should be able to translate complex issues into plain language, stay calm under pressure, and manage multiple cases without losing attention to detail. Bonus skills include familiarity with databases (SQL basics), APIs, and ticketing systems like Zendesk or Jira. But above all, look for people who show curiosity and persistence—those who dig until they find an answer.
Salaries vary by location, industry, and level of experience. On average, Support Analysts in the U.S. earn between $50,000 and $70,000 per year. Junior or entry-level analysts may start closer to $42,000–$48,000, while senior or specialized Tier 2/Tier 3 analysts can reach $75,000 or more. Transparent salary ranges in your job post not only set expectations but also build trust with candidates.
While both roles deal with troubleshooting, Support Analysts typically work on more complex issues and collaborate closely with product or engineering teams. A Help Desk Technician might resolve first-line problems (like password resets), whereas a Support Analyst handles recurring bugs, escalations, and system-level analysis.
Not always. Many companies prefer candidates with a degree in computer science, IT, or a related field, but it’s not a strict requirement anymore. What matters more is hands-on skill—the ability to investigate, explain, and resolve problems. Employers increasingly look for transferable experience (customer service, IT support, operations) paired with a willingness to learn.
Look beyond résumés. The best predictor is how they perform in real-world scenarios. Give them a short skills test (like diagnosing a sample ticket or explaining a bug report in plain English). Candidates who combine clarity, patience, and technical reasoning are usually the strongest fits.
