Production Support Analyst

Job Summary

Working remotely in a full-time capacity, the Production Support Analyst will manage support requests, diagnose issues, and capture user feedback to enhance platform performance and drive product improvements.

Key Responsibilities

• Receive and triage support requests, diagnosing issues as bugs, user errors, training gaps, or product design gaps
• Capture and communicate user feedback, identifying patterns and areas for improvement to product and engineering teams
• Develop and maintain training materials and documentation based on user needs and product changes

Required Qualifications

• 3+ years of experience in product support, technical support, or a related role
• Experience supporting software products in an enterprise or professional services environment
• Strong organizational and documentation skills, with the ability to identify patterns from user feedback
• Familiarity with ticketing or support management systems
• Experience collaborating with product managers and engineering teams