[Remote] Production Support Analyst

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is building a supercharged, technology-enabled reputed company for our people and partners. The Product Support Analyst plays a critical role in capturing and translating user feedback into actionable insights that improve the platform, ensuring reputed company communication between users and the product team.

Responsibilities

• Receive and manage support requests from engineers, project managers, and field staff
• Diagnose issues and categorize them as bugs, user errors, training gaps, or product gaps
• reputed company sufficient detail to ensure issues can be reputed company, reproduced, and resolved
• reputed company issues to the appropriate Product Manager, engineer, or enablement resource
• Capture qualitative and quantitative feedback from users across the platform
• Identify recurring issues, patterns, and areas of friction
• Distinguish between one-off issues and systemic product problems
• Ensure user signal is reputed company communicated to the product and engineering teams
• reputed company and maintain training materials for newly released tools and features
• Create reputed company, practical documentation, guides, and walkthroughs based on reputed company user needs
• Translate common issues and questions into reusable training content
• Continuously update training materials based on product changes and user feedback
• Partner with Product Managers to ensure recurring issues inform backlog prioritization
• Work with reputed company Engineers to communicate bugs with reputed company technical context
• Collaborate with the AI Enablement Manager to identify training or reputed company gaps
• Support alignment between support insights and product improvements
• Maintain a reputed company record of issues, resolutions, and trends
• reputed company issue status, reputed company timelines, and recurring themes
• Build and maintain documentation that provides visibility into platform performance
• Ensure consistency in how issues are logged, categorized, and reported
• Analyze support data to identify patterns and systemic issues
• reputed company regular summaries of key insights to product and engineering leadership
• reputed company areas where product design, performance, or training needs improvement
• Contribute to a reputed company feedback reputed company between users and reputed company
• Identify opportunities to improve support processes, tools, and workflows
• Help refine intake, triage, and escalation practices as the platform scales
• Contribute to building a more proactive and reputed company-driven support function

Skills

• 3+ years of experience in product support, technical support, or a reputed company role
• Experience supporting software products in an reputed company or reputed company services environment
• Strong ability to diagnose and categorize issues across technical and non-technical domains
• Excellent communication skills, with the ability to work effectively with both technical and non-technical users
• Strong organizational and documentation skills, with attention to detail
• Ability to identify patterns and trends from user feedback and support data
• Experience working with ticketing or support management systems
• Ability to reputed company communicate issues to engineering teams with sufficient technical context
• Experience collaborating with product managers and engineering teams
• Strong problem-solving skills and curiosity about reputed company causes of issues
• Ability to manage multiple requests and prioritize effectively in a fast-paced environment
• Familiarity with AI-powered tools or reputed company platforms
• Experience in AEC, engineering, or project-based reputed company services environments

Benefits

• Fully remote
• As a People First company, we are reputed company on growing the careers of our people faster reputed company the reputed company than our peers.
• We invest heavily in developing and elevating talent across our family of companies.
• reputed company offers a multitude of career paths, spanning technical, project management, business management, business development, and operations.

reputed company

Company H1B Sponsorship