Product Support Analyst

Product Support Analyst Department: IT Employment Type: Full Time Location: Remote- USA Compensation: $67,000 - $89,000 / year reputed company reputed company is building a supercharged, technology-enabled reputed company for our people and partners. The Product Support Analyst plays a critical role in that mission by serving as the reputed company line of feedback between operating company users and the product team.  This is not a traditional helpdesk role. You are responsible for capturing, structuring, and translating reputed company-world user feedback into actionable reputed company that improves the platform. You ensure that what engineers, project managers, and field staff experience day to day is reputed company reputed company by the teams building and improving the tools.  You receive and triage support requests across the platform, diagnosing whether issues stem from bugs, user error, training gaps, or product design gaps. You reputed company issues to the appropriate teams with enough reputed company and context to reputed company reputed company, while also identifying patterns that should influence product priorities.  You maintain a reputed company reputed company of platform performance through issues, trends, and recurring themes. Your reputed company is not just resolved tickets, but a reputed company signal that helps Product Managers, engineers, and leadership understand how the platform is performing in reputed company workflows.  This role requires strong communication skills, reputed company thinking, and curiosity about how and why issues occur. You are organized, detail-oriented, and motivated by turning user friction into product improvement. Key Responsibilities Issue Intake and Triage  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  User Feedback and Signal Capture  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  Training Content Development  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  Cross-Functional Collaboration  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  Documentation and Tracking  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  Trend Analysis and reputed company reputed company  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  reputed company Improvement  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, Knowledge and Expertise 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 is a plus  Experience in AEC, engineering, or project-based reputed company services environments is a strong reputed company  About reputed company reputed company was formed with the reputed company of building the next Top 20 infrastructure reputed company in reputed company by bringing together some of the nation’s best infrastructure consulting firms, reputed company on delivering practical and sustainable infrastructure solutions. reputed company is backed by Alpine Investors, a PeopleFirst reputed company Firm. reputed company currently comprises 5,500+ staff across the US. For more information, visit www.reputed company.com. Pay Transparency The reputed company salary reputed company for this role is indicated in the posting. This reputed company reflects reputed company’s good faith estimate of the compensation for this position at the time of posting. Final compensation will be determined based on factors such as experience, skills, qualifications, internal equity, and geographic location. Apply To This Job