Product Support Analyst
Skills
Airline TicketingContextContinuous ImprovementPlaysProfessional ServicesProject-Based LearningSignal
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- 3+ years of experience in product support technical support or related role
- Experience supporting software products in an enterprise or professional services environment
- Strong ability to diagnose and categorize issues across technical and non-technical domains
- Excellent communication skills with 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 clearly communicate issues to engineering teams with sufficient technical context
- Experience collaborating with product managers and engineering teams
- Strong problem-solving skills and curiosity about root causes of issues
- Ability to manage multiple requests and prioritize effectively in a fast-paced environment
- Familiarity with AI-powered tools or enterprise platforms is a plus
- Experience in AEC engineering or project-based professional services environments is a strong advantage
Nice to have
- Organized
- Detail-oriented
- Curious
- Proactive
- Analytical
- Collaborative
Day to day
- Serve as the front line between users and the product team by capturing and translating real-world feedback into actionable insight.
- Receive, triage, and diagnose support requests to determine whether issues are bugs, user errors, training gaps, or product design gaps.
- Track trends, maintain structured documentation, and provide clear context that helps Product Managers, engineers, and leadership improve the platform.