Research Associate, Support Services


TSIA Research Associates conduct best practice and thought leadership research, and provide advice to TSIA members via inquiry conversations, published research reports, webinars, conference presentations, and face-to-face workshops. This role would be responsible for researching capabilities and best practice for the Support Services Research practice of TSIA research practices.

The Research Associate will assist the Vice President of Support Services Research in identifying the best, common and emerging practices for Support Services, and survey TSIA member companies as necessary on topics related to Support Services. The Research Associate will build and deploy other surveys on Support Service areas, such as Customer Satisfaction, Support metrics, channel preference, social media and knowledge management/self-service.

Job Responsibilities:

Research Associates work closely with a Research Vice President to establish their research agenda, and collaborate with members of the research team responsible for specific member cohorts to understand their needs for support services research. The Research Associate for Support Services will be expected to:

  • Have the business acumen to understand the business problems faced by TSIA support service members
  • Assist in designing surveys to collect needed information, and analyze survey results to identify trends and best practices.
  • Collaborate with the rest of the TSIA Research organization on over-arching industry drivers and trends, and collaborate with peers on published research and member projects.
  • Respond to member inquiries related to support services, either written responses via email or by phone conversations.
  • Create PowerPoint decks for use by TSIA’s VPs and members
  • Publish research reports on, and blogs, based on survey data, inquiry conversations, or other primary research.
  • Give presentations at TSIA conferences, meet with members and partners for 1:1 discussions, and provide feedback to the Research Team on lessons learned and best practices gleaned from these conversations.
  • Assist in conducting and delivering strategic services advisory projects to members, either virtually or onsite, such as evaluating a company’s technology infrastructure and providing insight on investment priorities.
  • Assist in identifying new companies to add to the TSIA member and partner ecosystem, and work with the Director of Partner Sales to brief these potential partners.


  • Two or more years of experience in a support, operations or IT role within a technology firm.
  • BA or BS degree, preferably with a focus on technology or research/analysis.
  • Intellectual curiosity about the role of technology in B2B tech firms, and a desire to enlighten member companies with your expertise and learnings.
  • Strong collaboration skills, including the ability to work within groups and deliver collaborative research.
  • Strong speaking, writing and presentation skills.
  • Ability to synthesize large data sets and identify trends and pacesetter practices.
  • Experience with the platform is preferred.
  • Willingness to travel up to 20%.

About TSIA

The Technology Services Industry Association (TSIA) is the world's leading organization dedicated to advancing the business of technology and services. Technology services organizations large and small look to TSIA for world-class business frameworks, best practices based on real-world results, detailed performance benchmarking, exceptional peer networking opportunities, and high-profile certification and awards programs. TSIA corporate members represent the world's top technology companies as well as scores of innovative small and mid-size businesses in four major markets: enterprise IT and telecom, consumer technology, healthcare and healthcare IT, and industrial equipment and technology.