Business Analyst - Customer Success & Technical Support
We are Progress (Nasdaq: PRGS), a trusted provider of software that enables our customers to develop, deploy, and manage responsible, AI-powered applications and experiences with agility and ease.
We value diverse perspectives and believe people power progress. Join us as a Business Analyst and grow your impact while helping propel our business forward.
The Business Analyst (BA) supports business stakeholders and technology delivery teams by gathering, documenting, and validating business and functional requirements that enable reliable, high-quality technology solutions. This role is primarily functional and execution-focused, working under the guidance of Senior Business Analysts, Product Owners, and technical partners.
The BA helps reduce ambiguity at the feature and story level, supports backlog readiness, and ensures requirements are clearly documented to enable predictable delivery across the Post-Sales Lifecycle (Technical Support, Customer Success, etc.). This role is well-suited for someone building depth in enterprise platforms, processes, and agile delivery practices.
In this role you will:
- Partner with Customer Success, Technical Support, and cross‑functional stakeholders to understand objectives, workflows, and requirements for Support and CS initiatives. You will identify opportunities to improve Support outcomes, translating operational goals and user feedback into well‑defined epics, stories, and acceptance criteria.
- Collaborate with Product Owners, Developers, QA, and business partners throughout discovery, delivery, and UAT to clarify requirements, refine backlogs, document decisions, and ensure work meets Definition of Ready and acceptance standards.
- Contribute to initiatives that improve self‑service, support tooling, data quality, automation, and AI‑assisted experiences, ensuring solutions reflect real‑world Support constraints and enable reliable reporting, workflows, and frontline usability.
- Support incident triage and issue resolution for Support‑facing systems by assisting with impact assessment, root cause documentation, and validation testing.
- Build clear process artifacts and partner with enablement and operations teams to validate solutions through pilots, feedback loops, and real‑world test scenarios. Participate in agile ceremonies and support day‑to‑day delivery coordination.
Your background:
- 3–5+ years of experience as a Business Analyst, Business Systems Analyst, or similar role, including gathering and refining business and functional requirements, user stories, acceptance criteria, and test cases.
- Prior experience in Support Operations, Technical Support, or Customer Success, with a strong understanding of Support and CS workflows, metrics, and operating models. Demonstrated ability to translate frontline needs into system and process improvements tied to measurable outcomes such as case deflection and time to resolution.
- Experience supporting operational issue management, including triage, root cause analysis, and validation of fixes with technical teams.
- Comfortable working with ambiguity in fast-moving post-sales environments and driving alignment across Customer Success, Technical Support, Product, and Engineering stakeholders.
- Comfortable working with cross-functional teams using agile delivery models, including Agile, Scrum, Kanban, or hybrid approaches; Lean Six Sigma certification is a plus.
- Experience with Salesforce Service Cloud and Experience Cloud required.
- Experience with customer success platforms (e.g. Gainsight, Totango, etc.), search platforms (e.g. Coveo), Telephony tools (e.g. AWS, Nice, RingCentral, Service Cloud Voice), and chat platforms (e.g. SFDC Einstein / AgentForce, LiveChat, ZenDesk) in an Operations, Business Analyst, or Development role preferred.
- Basic understanding of integrations, data flows, and system dependencies (conceptual)
What we offer in return is the opportunity to experience a great company culture with wonderful colleagues to learn from and collaborate with and also to enjoy:
Compensation
Compensation
- Generous remuneration package.
- Employee Stock Purchase Plan Enrollment.
Vacation, Family, and Health
- 30 days paid annual vacation.
- An extra day off for your birthday.
- 2 additional days off for volunteering.
- Premium healthcare and dental care coverage.
- Additional pension insurance.
- Well-equipped gym on-site with CrossFit equipment and a climbing wall.
- Co-funded Multisport card.
- Daycare Center for your little ones onsite.
- Flexible working hours
- Free underground parking with a designated space for bikes, motorbikes and electric scooters.
Apply now!
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Together, We Make Progress
Progress is an inclusive workplace where opportunities to succeed are available to everyone. As a multicultural company serving a global community, we encourage a wide range of points of view and celebrate our diverse backgrounds. Our unique combination of perspectives inspires innovation, connects us to our customers and positively affects our communities. It is only by working together and learning from each other that we make Progress. Join us!