Associate ATS Analyst at Thryv in Remote

ASSOCIATE ATS ANALYST About the Position At Thryv, we are a team that lives by teamwork. However, it’s not the work that drives us, it’s the respect, trust, and care for each other that defines us as a team. We’re a diverse community of trendsetters who do our best work in a fun, relaxed environment. Technology never stops evolving and neither do we. We’re always looking for the best and brightest team players to join us. The Associate ATS Analyst provides technical support to internal customer-facing teams by resolving escalated product issues across the supported portfolio. This role utilizes in depth product knowledge, REST API fundamentals, and diagnostic tooling to diagnose and resolve cases independently. Contributing to team documentation and process improvement efforts, this role supports consistent, high-quality escalation outcomes. Responsibilities • Resolves escalated tickets from internal customer-facing teams, maintaining ownership through case completion and partnering with Product teams to surface and communicate product issues identified through case work. • Applies structured troubleshooting methodology to diagnose issues, verify data, and confirm root cause prior to escalation, ensuring all findings are evidence-based and clearly documented. • Executes REST API requests and interprets response data to support diagnosis of integration-related escalations. • Creates detailed defect records including reproduction steps and supporting evidence to enable accurate review and resolution by Product and Engineering teams. • Participates in team problem-solving sessions focused on designing and prioritizing solutions for product issues spanning general functionality through order fulfillment, supporting identification of higher-impact fixes. • Maintains accurate, current case documentation throughout each ticket's lifecycle to ensure stakeholder visibility into status and resolution progress. • Leverages AI tools, including Claude, to support case documentation, root cause analysis, and knowledge synthesis, while exercising judgment to validate AI-assisted outputs. • Identifies and documents process gaps and best practices at the direction of senior team members to support continuous improvement of team operations. Who We’re Looking For • Bachelor's degree (or international equivalent), required. • Master's degree (or international equivalent), preferred • Up to 2 years of related experience, required. • 2+ years of related experience, preferred. • Prior experience in a customer-facing technical or product support role, preferably within a SaaS environment, is preferred. • Familiarity with the Thryv and Keap product portfolios, including core app functionality, plugins, and underlying database structure, is preferred. • Experience with technical support tooling is preferred, including Zendesk, Jira, Salesforce, GCP, and Chrome DevTools. • Working knowledge of REST API fundamentals is preferred, including GET, POST, PUT, and PATCH requests, authentication methods, and response interpretation. • Familiarity with third-party integration platforms such as Zapier, HubSpot, MailChimp, Square, and QuickBooks Online is preferred. • Experience applying structured root cause analysis frameworks, such as the 5 Whys methodology, is preferred. • Working knowledge of a multi-product SaaS environment, with the ability to apply product familiarity to independent escalation diagnosis and resolution. • Analytical mindset with the ability to isolate variables, verify assumptions, and construct evidence-based findings across multi-system technical issues using structured troubleshooting approaches. • Foundational understanding of REST API architecture, authentication methods, and response interpretation sufficient to support independent investigation of integration-related issues. • Proficiency with case management platforms, defect tracking tools, and real-time diagnostic utilities used in a technical support environment. • Strong written and verbal communication skills, with the ability to convey technical findings clearly to internal partners at varying levels of technical depth and maintain consistent stakeholder communication throughout case resolution. • Self-directed approach to learning and skill development, with the initiative to build technical depth applicable to escalation work as the role and supported product portfolio evolve. • Must be 18 years of age or older. • Must successfully complete pre-employment screening process, as required. • Must successfully complete any required training or orientation courses, as needed. What We Offer Life requires balance. So we provide benefits around health and wellness, continued education, and work/life balance to help you live your best life when you’re working…and when you’re not. • Law benefits • Private medical insurance covered by us • Remote work • Life insurance • Education subsidy • Electricity & Internet subsidy • Flexible extra time off • Paid time off during winter • International discounts • Internal programs Who We Are At Thryv, we’re a team fiercely devoted to the success of local businesses. We’ve been around for over 100 years, always with one goal in mind — helping small businesses compete, win and succeed. We provide the technology, software and local business automation tools small business owners need to better manage their time, communicate with clients, and get paid, so they can take control of their business and be more successful. We support businesses across the U.S. and we have team members all around the country (even internationally). In fact, we’re a work-from-anywhere company, because that’s how we get work done. Culture is vital at Thryv because it shapes our identity and, therefore, our measurements for growth. We have an identified set of values that hold all of us accountable paving the way for our company success and our legacy. All of this helps us deliver results for our clients and creates success for our employees. At Thryv, making a positive impact within our team and in our local community is the reason we get out of bed every morning. Thryv Core Values: • Client Devoted – Be humble with a servant mentality. Understand the uniqueness of each interaction while being flexible, knowledgeable, and genuine. • Under Promise, Over Deliver – Deliver expectations and exceed them, have accountability, listen and understand the ask. • Act Like You Own the Place – Taking ownership and accountability in your day-to-day decisions empowers you to act like you own the place. • Invest in our People – Hire people that are aligned with Thryv’s core values. Provide learning opportunities to enable all of us to adapt, belong, and create a lifelong career. • DONE3 – Define what you say (Done), Do what you say (Done), Follow up and ensure completion (Done). • Making $$ is a Byproduct of Helping People – Always be devoted to people, act with integrity. • Think Long Term, Act with Passion & Integrity – Focus on making every interaction exceptional. Bring enthusiasm and devotion to every act.  This includes doing the right thing, even when no one is looking.  Think five years out or think for the long play. Find out more at corporate.thryv.com/careers/ Belonging at Thryv We believe in a work environment where all individuals are treated fairly and respectfully, have equal access to opportunities and resources, and can contribute fully to the organization’s success. We want our employees to feel a part of something big and we encourage the sharing of ideas and collaboration across the organization.  We strive to ensure our work environment reflects diversity, fairness and meritocracy. We believe all employees should have the opportunity to perform effectively in their position. We value every employee and the authenticity they bring to their role and to the organization. As a result, our employee policies and internal practices focus on ability and merit as the standards for success. Requisition Detail and Process This information indicates the general nature and level of work performed by employees in this job. It is not designed to contain a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. The duties and responsibilities in this job description may be subject to change at any time due to reasonable accommodation or other reasons. The final job level offered may vary based on the applicant’s competencies and qualifications such as experience and education, and other job-related reasons. Our Commitment to Equal Opportunity Thryv is proud to provide equal employment opportunities to all employees and applicants, without regard to gender, color, race, religion, sexual orientation, national origin, citizenship, age, disability, veteran status, pregnancy, genetic information, or any characteristic protected by law. Thryv is committed to provide equal employment opportunities throughout the employment relationship including recruitment, hiring, discharge, compensation, benefits, discipline, development, and advancement or other aspects of employment.