[Remote] Support Business Analyst | Remote LATAM Only

Note: The job is a remote job and is open to candidates in USA. Agentic Dream is seeking a highly analytical and diplomatic Support Business Analyst to bridge the gap between clients, internal stakeholders, and technical/product teams. This role involves analyzing incoming requests, coordinating effective solutions, and managing expectations across cross-functional teams, particularly in high-tension situations.ResponsibilitiesExceptional Internal Stakeholder Management: Expertly navigate relationships with demanding or difficult internal clients (e.g., Sales, Account Management, or Engineering). Mediate conflicts, de-escalate tensions, and align competing priorities using data-driven negotiation and tactful diplomacyRequirement Analysis & Triage: Deeply read, analyze, and discern incoming customer requests. Accurately categorize issues to distinguish between technical bugs, training gaps, configuration errors, and new feature requestsCross-Functional Coordination & Boundary Setting: Act as the central liaison between Customer Support, Product, and Engineering. Route issues properly while setting firm, realistic expectations with internal teams to prevent burnout and ensure fair prioritizationTranslation & Documentation: Translate complex technical jargon into clear, user-friendly language for customers. Conversely, translate customer pain points into structured, actionable technical requirements (e.g., user stories, Jira tickets) for developersExpectation & SLA Management: Monitor the progress of escalated tickets, ensuring alignment with service expectations. Proactively communicate updates, delays, and resolutions, acting as a shield and a bridge during critical incidentsSkills2+ years in a hybrid role combining Business Analysis, Technical Support, or Customer Success within a software or technology environmentExceptional ability to handle friction and pushback from internal teamsA proven track record of turning adversarial internal interactions into collaborative partnerships through active listening, empathy, and objective reasoningExceptional ability to 'read between the lines' of customer and internal complaints, ask the right probing questions, and diagnose the true underlying business or technical need without getting swept up in the emotion of the requestProven ability to manage multiple moving parts, follow up relentlessly, and lead by influence (without direct authority) across different departmentsHands-on experience with ticketing and project management systems (e.g., Jira, Zendesk, Salesforce, or similar)Familiarity with Agile/Scrum methodologiesBasic understanding of software architecture, APIs, or database querying (SQL) to aid in initial troubleshooting and gain credibility with engineering teamsExperience creating technical documentation, user guides, or standard operating procedures (SOPs)Company OverviewWe help enterprises become AI-native by embedding the operating model, culture, teams, and processes required to design, deliver, and scale AI-powered systems across the business. It was founded in 2013, and is headquartered in Fort Lauderdale, Florida, US, with a workforce of 51-200 employees. Its website is https://www.agenticdream.com/.