Customer Support Analyst

Title: Customer Contract Administrator Analyst II

Location: San Diego, CA

Pay Rate: $25.00/hr

Schedule: Mon – Fri, 7:00AM/8:00AM – 3:30/4:30PM PST

Note: This is a W2 contract role – C2C & 3rd party candidates WILL NOT be considered

The Service & Support Analyst is responsible for evaluating and responding to customer contract redlines related to service terms, SLAs, warranties, and support obligations. This role partners closely with Contracts, Sales, and Service Operations to interpret risk, propose compliant alternatives, and craft clear, timely responses that protect the company while meeting customer requirements or requests. The Analyst maintains redline response repository and ensures alignment with policy, regulatory standards, and ability to operationalize requests. Success in this role requires strong contract literacy, attention to detail, and the ability to communicate complex service provisions in a customer-friendly, solution-oriented manner.

In addition, the Analyst will work closely with Sales, Technical, Field Service, Contracts, and Quoting to review the customers products to determine eligibility to renew contracts with a new support agreement. The Analyst would be responsible for reviewing product eligibility across multiple BD solutions by reviewing review versions, configurations, and product lifecycle status. The Analyst will validate serials/SKUs, assess compatibility with service delivery capabilities, identify gaps (end-of-support units, third-party devices, non-standard configurations, etc.), and recommend any available remediation paths such as upgrades, substitutions, time and material, or tailored support exceptions. The Analyst will provide final review in a clear output for accurate quoting, entitlement setup, and ongoing service execution. Strong cross-functional collaboration, analytical skills, and a pragmatic approach to risk management are essential.

Position Qualifications:

•         A minimum of 2 years of experience with commercial contracting, or other service and support relevant experience

•         Proficiency in MS PowerPoint & Excel, SAP, Salesforce, and PowerBI

•         Excellent organizational, written, communication, and interpersonal skills

•         Comfortability in a fast-paced environment; team player and results-oriented

•         Strong Organizational Agility skills

•         Experience with Process Effectiveness/Continuous Improvement

•         A strong focus on detail and accuracy of work

•         Ability to prioritize multiple tasks efficiently

•         Strong analytical and problem-solving orientation

•         Ability to maintain high standards of professionalism and integrity

•         A minimum of a Bachelor's Degree in Information Technology, Business, or other related field