Product Support Analyst

The Product Support Analyst serves as a frontline problem solver for clients, providing technical assistance, diagnosing issues, and escalating incidents that require deeper investigation.

Requirements

• Investigating and resolving complex user-reported issues (training, product defects, performance concerns, documentation)
• Reproducing and triaging suspected software defects, escalating validated issues with replication steps and impact assessments
• Analyzing application performance by collecting simulation data and browser/server logs, and work with engineering on root cause analysis
• Enhancing documentation and training by identifying gaps and collaborating with the Training and Documentation teams
• Maintaining accurate, timely communication with clients and internal stakeholders during resolution
• Creating clear, well-documented tickets in the ITSM system (e.g., JIRA Service Management)

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discounts
• Health insurance
• Training & development
• Vision insurance
• Wellness resources