Product Support Analyst

About the role

The Product Support Analyst is the bridge between platform users and the product team, turning real‑world feedback into actionable insights. This is not a traditional help‑desk role; you will capture, structure, and communicate user issues to drive product improvements.

Key responsibilities

• Receive, triage, and categorize support requests from engineers, project managers, and field staff.
• Diagnose whether issues stem from bugs, user error, training gaps, or product design gaps.
• Route issues with clear context to the appropriate product manager, engineer, or enablement resource.
• Capture qualitative and quantitative user feedback, identify recurring patterns, and communicate signals to product and engineering teams.
• Develop and maintain training documentation, guides, and walkthroughs based on real user needs.
• Collaborate cross‑functionally with Product Managers, Lead Engineers, and AI Enablement Manager to align support insights with product roadmaps.
• Maintain a structured record of issues, resolutions, trends, and recurring themes.

Required profile

• Strong written and verbal communication skills.
• Structured, analytical thinking with a curiosity for root‑cause analysis.
• Highly organized, detail‑oriented, and able to manage multiple priorities.
• Motivated by turning user friction into product improvement.

Required skills