We are seeking a highly analytical and diplomatic Support Business Analyst to bridge the gap between our clients, internal stakeholders, and technical/product teams. In this role, you will analyze incoming requests, discern core requirements, and coordinate effective solutions. Crucially, you will act as a masterful mediator and negotiator within the company. You will be tasked with navigating complex internal dynamics, skillfully managing expectations, and aligning cross-functional teams—especially when dealing with high-tension situations, conflicting priorities, or demanding internal clients.

Key Responsibilities
- Exceptional 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 diplomacy.
- Requirement 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 requests.
- Cross-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 prioritization.
- Translation & 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 developers.
- Expectation & 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 incidents.

Basic Requirements
- Experience: 2+ years in a hybrid role combining Business Anal

📌 Support Business Analyst Remote Latam Only (Bogotá)
🏢 Agentic Dream
📍 Bogotá