Technical Support Analyst, EverCommerce
EverCommerce
$75-85k
Plus Employee Stock Purchase Program
5 days a week in office
Integrated SaaS solutions
Be an early applicant
Integrated SaaS solutions
1001+ employees
Be an early applicant
$75-85k
Plus Employee Stock Purchase Program
5 days a week in office
1001+ employees
Company mission
To transform commerce for the service economy.
Role
Who you are
- Are Customer Obsessed: You take pride in helping people, removing friction, and delivering a positive support experience every time
- Thrive in Service Roles: You stay calm, organized, and empathetic while juggling multiple requests in a fast-paced environment
- Enjoy Problem Solving: You like digging into issues, asking the right questions, and finding durable solutions and not just quick fixed
- Demonstrate Independent Judgment: You assess complex issues, make sound technical decisions, and know when to involve senior teams
- Act as a Trusted Partner: You build credibility with executives and teams through consistent delivery, discretion, and technical confidence
- Experience: 4-6 years of experience in Customer Service (IT preferred)
- Technical Expertise: Proven experience supporting both Windows and Mac in a managed enterprise environment
- Troubleshooting: Demonstrated ability to independently diagnose and resolve complex issues across hardware, OS and identity
- Education: Associate’s degree in information technology or related field, or a combination of CompTIA certifications (A+, Network+) and hands-on experience that equate to a degree
- Adaptability: Ability to learn new systems quickly and use good judgment when a standard ‘playbook’ doesn’t exist
- Professional Communication: Ability to communicate technical concepts clearly and confidently to non-technical users, including executives, adapting tone and detail to the audience
- Growth & Learning: Demonstrated interest in expanding technical depth, service management skills and exposure to higher-tier environments
- Proficient in: Microsoft Office 365 Suite and Windows/macOS troubleshooting
- Experience with: Microsoft EntraID, Okta, Jira Service Management, InTune, JAMF Pro
- Bonus Points: TeamViewer, Zoom, Lumos, Coupa, PCI-DSS and HIPAA
What the job involves
- We are looking for a Technical Support Analyst II to play a critical role within EverCommerce’s centralized IT functions. This role provides advanced end‑user and systems support, and partners closely with the IAM team to maintain and improve the integrity of our corporate environments
- Customer Experience Excellence: Deliver a concierge-level support experience by prioritizing empathy, clear communication and timely resolution for all users
- On-site Support: Provide primary in-person technical support for corporate desktop users (including executives and senior leaders) in our local office, while assisting remote users in North America, India, Australia, New Zealand, and UK
- Ownership mindset: Take accountability for issues end-to-end, proactively following up with users and ensuring satisfaction before closure
- Hardware Management: Identify, source and set up hardware and software solutions for our users, manage local inventory and equipment refreshes
- Identity Management: Manage corporate user’s identities including password resets and MFA setup/resets
- Lifecycle Management: Assist in onboarding and offboarding employees with software and hardware requests, including workstation setup and software provisioning
- SaaS Administration: Support licensing and access for tools including Microsoft 365, Adobe, Atlassian, and others
- Process Improvement: Assist with implementing solutions that meet new IT requirements and offer suggestions for improvements on existing areas
- Vendor Engagement: including cloud service providers, IT equipment suppliers, and software providers
- On-call Support: Participate in a rotating on-call schedule to address urgent technical escalations and ensure system uptime and usability for our global base outside of standard hours
Our take
Denver-based EverCommerce is a service commerce platform that offers vertically tailored SaaS solutions for more than half a million global service-based SMBs. Its goal is to accelerate digital transformation across various industries within the service economy, which has proved to have done when considering its recent growth in customers.
The company, which specialises in Home Services, Health Services and Fitness & Wellness Services, serves to accelerate growth, streamline operations and increase retention. By automating these processes, EverCommerce enables clients to focus on simply growing their businesses. Despite increased macroeconomic headwinds in recent years, affecting the marketing services solutions, the company still delivers double-digit growth and solid profitability.
In 2021, EverCommerce went public before acquiring DrChrono, and through this, both companies can share their commitment to helping SMEs thrive. In fact, EverCommerce has become somewhat of a behemoth in its industry, having acquired nearly 30 companies, with multiple in each year. This has enabled it to adopt a broad array of features to offer its growing customer base.
Freddie
Company Specialist at Welcome to the Jungle
Insights
2% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Jan 2020
$20m
GROWTH EQUITY VC
Apr 2017
$12m
SERIES A
Total funding: $36.3m
Company benefits
- Flexibility to work where/how you want – in-office, remote, or hybrid
- Robust health and wellness benefits, including an annual wellness stipend
- Continued investment in your professional development through Udemy
- 401k with company match
- Flexible and generous paid time off
- Employee Stock Purchase Program
Company HQ
River North Art District, Denver, CO
Leadership
Matthew Feierstein
(President & COO)Former President at PaySimple. They were also the COO at Pronto.
Chris Alaimo
(CTO)They have extensive history as a VP of Engineering at various companies. Former CTO at PaySimple.
Eric Remer
(CEO)Co-founded I-Behavior, Conclave Group LLC and PaySimple.
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