Level 3 Technical Support Analyst

About Furnished Finder:
Furnished Finder is the trusted leader in mid-term rentals. We got our start in 2014 with a focus on traveling nurses and medical professionals. The site grew exponentially during Covid, going from <50,000 homes in 2020 to over 250,000 today, making it one of the fastest growing consumer peer-to-peer marketplaces. We are now the go-to source for millions of travelers all over the country seeking monthly furnished rentals - serving traveling professionals of all kinds and increasingly displaced homeowners in need of interim housing. Unlike other rental platforms, we do not interfere with an owner’s bookings. No commissions, no booking fees. Our owners charge what they want, when they want, and decide who stays at their property every time.

When you join Furnished Finder, you are joining a leadership team with a combined 70+ years of real estate and travel industry experience. As we look ahead to Furnished Finder’s next chapter of growth, we are seeking talented self-starters who are hungry to grow and learn with this industry-leading team. With roles open in Austin, TX (HQ) and remote, we are growing fast and would love to consider you for our team!

Job Overview:
As a Level 3 Support Analyst, you’ll play a vital role in resolving complex user issues in our B2C online subscription-based marketplace, focused on helping landlords finding the perfect renter, and renters finding the perfect property. This isn’t just about closing tickets quickly—it’s about getting to the heart of each issue, identifying the root cause, and collaborating to prevent similar escalations in the future. If you’re excited by the idea of building solutions that help users and prevent friction, we’d love to meet you.
Key Responsibilities:

• Investigate and resolve advanced support issues, using SQL and basic code-reading skills to dive deeper when necessary.
• Work cross-functionally with Engineering, Product, and Customer Success to address root causes and create long-term solutions.
• Manage support tickets in Zendesk, maintain issue tracking in Jira, and become an expert in how our marketplace works for our customers.
• Advocate for users by identifying trends, escalating recurring issues, and suggesting product improvements to enhance customer experience.
• Own communications within the customer service teams regarding technical issues. This includes tracking escalated issues, documenting workarounds, and being responsible for on-going troubleshooting knowledge articles to ensure efficiency for our customers and team.

Who You Are:

• You must have 3 years of experience in a technical support role
• Your English Level is at a B2 minimum.
• Prior experience in a B2C environment, ideally within a subscription-based business.
• You have a good foundation in SQL and are comfortable reading and understanding basic code.
• Familiarity with support tools like Zendesk, Jira, and Hubspot is a plus.
• You are solution-oriented, analytical, and deeply empathetic—able to see beyond the ticket to understand and anticipate user needs.
• You are a strong written and verbal communicator who can document technical issues for non-technical and technical audiences, finding the right channel to be most effective.
• You are a curious customer advocate and enjoy putting your feet in the shoes of the customer and our agents to question assumptions and understand root causes.

Career Path:
This role could lead to a software engineering path for those who want to grow their technical skills further.
Furnished Finder is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

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