Support Analyst (1-Year Contract)

Support Analyst (1-Year Contract)

Location: Remote | Type: 1-Year Fixed-Term Contract
Start Date: Immediate/ ASAP

Solve Problems. Support Operations. Drive Reliability.

At Isazi AI, we build intelligent systems that automate complex business workflows using AI, machine learning and operational automation.

We are looking for a highly detail-oriented and proactive Support Analyst to join the Sophia team. This role is critical in ensuring smooth operational support for business users by investigating issues, managing support queries and helping maintain the reliability and efficiency of our platforms.

This is an ideal opportunity for someone who enjoys problem-solving, operational troubleshooting and working closely with technical teams in a fast-paced technology environment.

What You’ll Do

As a Support Analyst, you will act as the first point of contact for platform-related operational support, helping business users resolve issues while maintaining strong communication and accurate documentation throughout the support lifecycle.

You’ll:

• Acknowledge, triage and log incoming support queries within defined SLAs

• Investigate platform-related issues including:

  • Template configuration errors

  • Data extraction issues

  • Workflow inconsistencies

• Document investigation steps clearly and thoroughly for visibility and handover purposes

• Resolve issues directly where possible or escalate appropriately to technical teams

• Manage support ticket backlogs and follow up on unresolved queries

• Provide clear and professional updates to business users throughout the resolution process

• Track and close resolved queries across all relevant systems and dashboards

• Support template onboarding and configuration setup processes

• Identify recurring bugs or operational issues and escalate them with supporting evidence

• Collaborate with developers, operational teams and stakeholders to improve platform stability and efficiency

• Maintain support documentation, SOPs and internal knowledge bases

What We’re Looking For

We’re looking for someone who is analytical, organised and able to investigate technical issues with a strong attention to detail.

You should have:

• Previous experience in a technical support or operational support role

• Strong problem-solving and investigation skills

• Excellent written communication and documentation ability

• Confidence explaining technical issues to non-technical users

• Experience working with ticketing or support systems such as Jira, Zendesk, FreshDesk or similar

• Strong spreadsheet skills (Google Sheets / Excel including filters, formulas and lookups)

• Ability to work independently, prioritise effectively and meet deadlines

• Strong organisational and tracking discipline

• A fast-learning mindset with the ability to navigate new systems quickly

Advantageous:

• Experience working with software development or engineering teams

• Exposure to workflow automation, SaaS or AI-enabled platforms

• Experience with onboarding or configuration-related support processes

You’ll Thrive Here If You:

• Enjoy investigating and solving operational problems

• Are highly detail-oriented and structured

• Communicate clearly and professionally

• Take ownership and follow through on tasks

• Can manage multiple priorities in a fast-paced environment

• Enjoy working closely with both technical and non-technical stakeholders

Success in This Role Looks Like

• Support queries are handled professionally, efficiently and within SLA expectations

• Investigation steps and resolutions are clearly documented

• Business users receive timely, structured feedback and updates

• Support tickets are properly tracked and closed with complete audit trails

• Template onboarding and configuration activities are completed accurately

• Recurring issues are identified proactively and escalated appropriately

• Strong operational reliability and responsiveness are consistently maintained

Probation Expectations (First 3 Months)

During the probation period, you will be expected to:

• Fully understand and consistently follow the internal support query lifecycle

• Handle an increasing number of support queries independently

• Build a strong understanding of the Sophia platform, including:

  • Template structures and field mapping

  • Configuration rules and validation logic

  • Common workflow and extraction issues

• Demonstrate professional, consistent written communication

• Escalate issues responsibly and appropriately

• Maintain accurate records and documentation

• Begin contributing to onboarding and configuration activities by Month 3

You will receive regular feedback and formal monthly performance check-ins throughout the probation period.

Working Hours & Standby Structure

Standard Working Hours

09:30 – 18:00 SAST
(Including a one-hour lunch break)

Standby Coverage

• A rotational standby schedule applies from 18:00 – 23:00 SAST

• Standby schedules will be communicated in advance and shared fairly across the team

• During standby shifts, team members must remain reachable for urgent support matters

Standby Compensation

• A fixed standby allowance will be paid per scheduled standby shift

• Any work performed during standby hours will be compensated at 1.5x the standard hourly rate

Working hours and standby requirements may occasionally be adjusted to support operational or client needs.

What You’ll Gain

• Exposure to AI-powered workflow automation systems

• Experience working within high-performing technical teams

• Real-world operational and platform troubleshooting experience

• Opportunities to grow into more advanced operational, onboarding or technical support roles

• Exposure to enterprise-scale client environments and delivery operations

How We Work

At Isazi, we:

• Build intelligent systems that solve real operational problems

• Encourage ownership, accountability and initiative

• Work collaboratively across technical and operational teams

• Value structured thinking and clear communication

• Focus on continuous improvement and delivery excellence

Why Isazi?

• Work with cutting-edge AI and workflow automation technology

• Be part of a collaborative and high-performing team

• Learn from experienced engineers, data scientists and operational specialists

• Career growth opportunities and exposure to global-scale projects

• Competitive compensation aligned to contribution and impact

• A fast-moving environment focused on innovation and continuous learning

Our Talent Acquisition Process

Initial Screening

An introductory discussion with the People & Culture team.

Values & Ways of Working Interview

Assessment of communication style, ownership, problem-solving and collaboration approach.

Practical Support & Problem-Solving Assessment

Focused on troubleshooting scenarios, written communication and operational thinking.

If you’re passionate about operational problem-solving, supporting users and working in a fast-paced AI and technology environment, we’d love to hear from you.