Support Business Analyst (Remote LATAM)

About the role

We are seeking a highly analytical and diplomatic Support Business Analyst to bridge the gap between our clients, internal stakeholders, and technical/product teams. In this role you will analyze incoming requests, discern core requirements, and coordinate effective solutions while mediating complex internal dynamics.

Key responsibilities

• Navigate relationships with demanding internal clients, mediate conflicts and align competing priorities using data‑driven negotiation.
• Analyze and triage incoming customer requests, categorizing bugs, training gaps, configuration errors, and feature requests.
• Act as the central liaison between Customer Support, Product, and Engineering, routing issues and setting realistic expectations.
• Translate technical jargon into clear language for customers and convert pain points into actionable user stories or Jira tickets.
• Monitor escalated tickets, manage SLA expectations and communicate updates during critical incidents.

Required profile

• 2+ years experience in a hybrid Business Analysis, Technical Support or Customer Success role within a software environment.
• Proven ability to resolve internal conflicts and turn adversarial interactions into collaborative partnerships.
• Strong analytical mindset to diagnose underlying business or technical needs beyond surface complaints.
• Demonstrated coordination and leadership skills, managing multiple moving parts and influencing without direct authority.
• Hands‑on experience with ticketing and project‑management tools such as Jira, Zendesk or Salesforce.

Required skills

• Jira
• Zendesk
• Salesforce
• SQL
• APIs
• Agile/Scrum methodologies