Product Support Analyst

Role overview Investigate technical issues reported by customers, determine their cause, and resolve them or recommend a practical workaround. As an escalation contact for client technical teams, you will combine application troubleshooting with clear case management and collaborate across internal teams to resolve complex problems. The role includes a shift rotation covering weekdays, evenings, and weekends on Eastern Time.

Responsibilities - Work with users through chat, phone, and email to understand issues and record useful diagnostic details. - Research problems using technical references, reproduce reported behavior, and diagnose and resolve application or configuration issues. - Manage support cases against service-level objectives and keep customers informed through resolution. - Join collaborative investigations to identify root causes of complex issues. - Submit defect and feature enhancement reports based on customer findings. - Create and maintain internal and customer-facing support articles and FAQs.

Requirements - Strong analytical, research, troubleshooting, and decision-making skills, with close attention to detail. - Ability to learn tools and products quickly, recognize patterns, and manage multiple tasks independently and with colleagues. - Ability to write, interpret, and debug SQL queries; experience with Microsoft SQL is specifically sought. - Some customer service experience and relevant experience in a similar support or analysis role. - Strong communication and time-management skills, including the ability to explain technical issues to customers with varying levels of technical knowledge.

Nice to have - Familiarity with web services, XML, web technologies, programming languages, Microsoft tools, and identity or productivity platforms. - Helpdesk, learning management system, or ticketing-system experience. - A computer science degree or equivalent technical experience; familiarity with AI tools.

Benefits and work setup - Shift rotation across weekdays, evenings, and weekends, based on Eastern Time. - Benefits may include flexible work arrangements, learning support and tuition reimbursement, wellbeing resources, retirement planning, paid volunteer days, home internet reimbursement, and wellness support. Availability may vary by location and employment type.