Support Analyst

About Wellspring Worldwide

Wellspring Worldwide, Inc. builds web-based software that helps universities, corporations, public-sector organizations, and independent laboratories manage research, technology commercialization, and innovation workflows. Established in 2003, the company now supports more than 500 organizations around the world, including large enterprises, small and mid-sized businesses, hospitals, and universities. Its core platforms—Sophia, Flintbox, and Zeto—support the full innovation journey, from early discovery and intellectual property management through commercialization and knowledge transfer.

Role Overview

The Support Analyst will provide fast, high-quality technical assistance to customers using Wellspring’s Evolve, Sophia, Scout, and Flintbox products. Working within the Customer Experience team, this person will own incoming case handling, issue prioritization, and user training to help customers get the most from the platform with as little interruption as possible.

This position is ideal for someone who is analytical, customer-focused, and comfortable solving problems while communicating clearly in a high-pressure environment. The role works closely with Customer Success Managers and passes more complex or higher-risk issues to Senior Support Analysts when needed.

Core Duties

The following areas make up the day-to-day scope of the job:

• Act as the primary contact for support requests entering through Salesforce Service Cloud, managing each case from first intake through final resolution.
• Assess, classify, and rank tickets according to urgency, customer importance, and overall business impact.
• Work through product issues independently whenever possible and escalate cases beyond the role’s scope to the Senior Support Analyst or the Product/Engineering teams.
• Keep case records complete and accurate in Salesforce and Jira, including notes, actions taken, and final outcomes.
• Consistently meet or outperform service targets for first response, resolution speed, and customer satisfaction.
• Provide one-on-one product training to current users, including walkthroughs, feature explanations, and workflow support for Evolve, Sophia, Scout, and Flintbox when scaled online training is not yet available.
• Partner with Customer Success Managers to make sure training support aligns with the customer’s objectives and adoption needs.
• Bring training gaps or recurring enablement needs to management, including input for the Director of Customer Enablement.
• Develop strong working knowledge of all supported Wellspring products and stay updated on releases, configuration changes, and known issues.
• Spot repeated ticket patterns or emerging issues and share them with the Senior Support Analyst or Product team, backed by relevant data.
• Create detailed bug reports in Jira with reproducible steps and complete context.
• Work cross-functionally with Customer Success, Product, Engineering, and Implementation teams when resolving issues that require broader coordination.
• Help maintain internal knowledge resources and support ongoing improvements to team processes.

Qualifications

Applicants should bring a mix of support experience, technical curiosity, and strong communication skills.

• A bachelor’s degree is preferred, though equivalent experience in a customer-facing support or technical position will also be considered.
• At least 1 to 3 years of experience in SaaS support, customer success, or technical services.
• Strong written and spoken communication skills, with the ability to translate complex product behavior for non-technical users.
• Excellent organization and attention to detail, with the ability to handle several open cases at once.
• Comfort working in a fast-moving environment where priorities can change quickly.
• Prior experience using Salesforce for case tracking or CRM work.
• Familiarity with Evolve, Sophia, Scout, and/or Flintbox.
• Experience using Jira for bug tracking or project coordination.
• Background supporting enterprise or institutional clients, especially in higher education, research, or government.
• Exposure to IP management, technology transfer, or innovation management software.

Additional Information

The role is based in the United States and is a full-time onsite position.