[![Image]() Meet Jobicy Copilot — free AI autofill for job applications + remote job alerts ›](#) [All remote jobs](https://jobicy.com/jobs.md)Open role[![Zone & Co logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2025/06/618aec90-221.png)](https://jobicy.com/company/zone-co.md)Remote opportunity at[Zone & Co](https://jobicy.com/company/zone-co.md) # Frontline Support Analyst Review the role, location requirements, compensation details, and application process before deciding whether this opportunity fits your next career move. [Apply for this job](#job-application)[View company](https://jobicy.com/company/zone-co.md)Share14 Sep 2026Published34Listing views2Application actions14 Oct 2026Apply before Opportunity details ## About this role. AI SummaryThis Frontline Support Analyst role is the initial technical contact for customers using Zone & Co's NetSuite-native financial operations platform. The analyst owns a ticket queue, resolves or triages incidents and requests, documents activity in Zendesk and JIRA, and provides clear customer updates. Success requires at least three years of technical or customer-facing support experience, strong troubleshooting skills, and professional communication. Familiarity with NetSuite or another ERP is preferred, and the remote role emphasizes independent execution in a high-velocity global team. ## Role DNA A quick view of the complexity, pace, ownership and collaboration implied by the job description. ### Job Complexity 3/5EasyHard ### Pace & Pressure 4/5RelaxedFast-paced ### Autonomy Level 4/5GuidedFull ownership ### Communication Load 5/5IndependentCollaborative AI insightThe role requires independently managing customer-impacting technical issues, meeting service levels, and determining when escalation is necessary. ERP knowledge and disciplined ticket management add complexity, though advanced engineering ownership is not indicated. ## Salary analysis Estimated compensation compared with the broader US market for similar roles. Estimated job medianHighly competitive$65,000US market range$55k–$75k0$83k AI insightNo actual compensation was disclosed. These figures are estimated annual USD base-pay benchmarks for a US-market mid-level technical support analyst with 3+ years of experience; actual pay for a Philippines-based contract may differ materially based on local market, contract terms, and ERP specialization. ## Core skills Skills and capabilities most closely associated with this opportunity. [Technical support](https://jobicy.com/jobs?search_keywords=Technical%20support.md)[Customer service](https://jobicy.com/jobs?search_keywords=Customer%20service.md)[Incident management](https://jobicy.com/jobs?search_keywords=Incident%20management.md)[Ticket queue management](https://jobicy.com/jobs?search_keywords=Ticket%20queue%20management.md)[Zendesk](https://jobicy.com/jobs?search_keywords=Zendesk.md)[JIRA](https://jobicy.com/jobs?search_keywords=JIRA.md)[Troubleshooting](https://jobicy.com/jobs?search_keywords=Troubleshooting.md)[ERP systems](https://jobicy.com/jobs?search_keywords=ERP%20systems.md)[NetSuite](https://jobicy.com/jobs?search_keywords=NetSuite.md)[Client communication](https://jobicy.com/jobs?search_keywords=Client%20communication.md) Sample interview questionsHow do you manage multiple support tickets with different levels of urgency?I assess each ticket's business impact, urgency, service-level target, and available workaround. I prioritize critical customer-impacting incidents first, communicate expected next steps early, and regularly review my queue so lower-priority requests continue progressing. Describe how you would handle a customer who reports that a critical workflow is not working in an ERP system. I would acknowledge the impact, gather key details such as affected users, error messages, recent changes, and reproducible steps, then check for known issues or immediate workarounds. I would keep the customer updated at agreed intervals and escalate with complete diagnostic information if the issue requires specialist investigation. What makes ticket documentation effective? Effective documentation is timely, factual, and detailed enough for another analyst to understand the issue without restarting discovery. I capture the customer impact, troubleshooting steps, evidence, communications, resolution or workaround, and any follow-up actions. How do you decide when to escalate an issue to a backline team? I escalate when the issue exceeds frontline access or product knowledge, has significant business impact, risks an SLA breach, or requires engineering investigation. Before escalating, I validate the basics and provide a concise summary, reproduction steps, logs or screenshots, impact assessment, and actions already taken. How would you build expertise in two Zone product lines? I would use structured product training, documentation, sandbox practice, and shadowing of experienced teammates. I would also review recurring ticket patterns and resolution notes, then turn what I learn into reusable troubleshooting checklists and knowledge-base contributions. Zone & Company Software Consulting LLC (“Zone”) is the ERP-native AI platform for financial operations, purpose-built for organizations running on Oracle NetSuite. We are redefining how finance teams operate by delivering an AI-powered system that automates, connects, and scales financial workflows directly within the ERP. As the AI operating system for finance teams in NetSuite, Zone enables more than 4,500 customers worldwide to run smarter, faster, and with greater accuracy. Our platform spans the full financial lifecycle, including Quote-to-Cash, Procure-to-Pay, Treasury, Payroll Management, and Record-to-Report, eliminating manual processes and unlocking real-time financial intelligence. By embedding intelligence directly into NetSuite, Zone helps finance teams move beyond reactive work to proactive, strategic impact. Learn more at[www.zoneandco.com](http://www.zoneandco.com) or follow us on LinkedIn:[linkedin.com/company/zoneandco](http://linkedin.com/company/zoneandco). About the Job: As a Frontline Support Analyst, you’ll be the first point of contact for our customers, playing a critical role in delivering an exceptional support experience. You’ll ensure every interaction is professional, proactive, and solution-focused, minimizing business impact and meeting agreed service levels every time. This is an opportunity to join a collaborative team where your communication skills, technical curiosity, and commitment to customer success truly make a difference. What You’ll Do: * Act as the first point of contact for incoming technical support incidents, requests, and changes * Own and manage your ticket queue, ensuring timely and high-quality resolution * Keep customers informed with clear, consistent updates throughout the lifecycle of each incident * Identify when escalation is needed and collaborate with Backline Support or other teams for swift resolution * Work efficiently in Zendesk and JIRA, maintaining accurate and real-time ticket documentation * Represent the company confidently on client calls, particularly during escalations * Develop expertise in at least two core product lines at the Frontline level What You’ll Need: * 3+ years of experience in a technical support, helpdesk, or customer-facing support role * Experience with NetSuite or another ERP system (preferred) * Bachelor’s degree in Information Technology, Computer Science, Business, or a related field preferred * Relevant certifications or equivalent work experience will also be considered * Outstanding customer service skills with a customer-first mindset * Strong written and verbal communication skills * Friendly, confident, and professional approach * Excellent attention to detail with strong problem-solving abilities * Effective time management and prioritization skills * Self-motivated with the ability to work independently and collaboratively Benefits At Zone, we provide the platform; you provide the grit. We operate as a high-velocity, fully remote, global team where autonomy isn’t just a perk, it’s the standard. We’re looking for self-driven professionals eager to navigate the complexities of a unique SaaS environment and take full command of their professional evolution. We ditch micro-management for high-trust flexibility, ensuring you have the space to innovate and scale. Our benefits are built to fuel this lifestyle, supporting your life beyond the screen so you can focus on making a global impact. Explore our offerings at [https://www.zoneandco.com/careers](https://www.zoneandco.com/careers) Join Our Global Mission Zone & Co is an Equal Opportunity Employer committed to building a diverse, equitable, and inclusive workplace. We thrive on unique perspectives and strongly encourage candidates of all backgrounds to apply. Here, your identity is valued, and your talent is the only limit to your growth. All qualified applicants will receive consideration regardless of race, color, religion, sex, orientation, age, disability, or any other protected factor. Employment Terms United States Employment with Zone is “At-Will”, meaning either party may terminate the relationship at any time, with or without cause or notice, in accordance with applicable law. This job description does not constitute an employment contract or guarantee of continued employment. Duties and responsibilities may evolve as the company grows and may change at any time with or without notice. Non-US Jurisdictions This position is offered as a Fixed-Term or Permanent Contract based on your country of residence. Employment is subject to a written contract which outlines specific notice periods, probationary terms, and statutory entitlements. [Privacy Statement](https://www.zoneandco.com/legal/privacy) and [Applicant Privacy Notice](https://21166970.fs1.hubspotusercontent-na1.net/hubfs/21166970/Website%20Downloads/Legal/Applicant%20Privacy%20Notice.pdf). #LI-Remote Show more [Apply now >](https://jobicy.com/jobs/153278-frontline-support-analyst-2.md) > Annual salary information is not provided for this position. 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