Job Description
This is a remote position.
The Product Support Analyst is a hybrid role responsible for supporting internally developed software products across multiple areas, including customer support, quality assurance testing, and product operations. This individual will work closely with internal teams—particularly developers and product stakeholders—to ensure product stability, quality, and continuous improvement in a fast-paced, growing environment.
Responsabilities: Product Support & Customer Assistance Troubleshoot application issues by analyzing system behavior, data, and user workflows. Act as a liaison between end users and development teams, clearly documenting and communicating issues, enhancements, and feedback. Quality Assurance & Software Testing Perform quality assurance testing in a product development environment, including: Release testing for new features and enhancements Regression testing to ensure existing functionality remains stable Develop, execute, and document test cases and test results. Identify defects, validate fixes, and ensure issues are resolved before production releases. Product Operations & Monitoring Monitor product health using dashboards, logs, and alerts to proactively identify issues. Support day-to-day product operations, ensuring system availability and performance. Collaborate closely with developers and product teams to investigate root causes and recommend improvements. Assist with operational processes related to deployments, updates, and system changes. Cross-Functional Collaboration Work across multiple applications and focus areas, shifting priorities as business needs evolve. Participate in team discussions, stand-ups, and operational reviews. Contribute to documentation, knowledge bases, and process improvements.
Requirements
Technical Skills
Strong understanding of software systems and application workflows.
Experience with SQL for querying data, validating issues, and supporting investigations.
Hands-on experience with QA and software testing in product development environments.
Familiarity with issue tracking and ticketing systems.
Experience supporting internally developed applications (preferred).
Experience with Power Apps and Power Automate (plus).
Ability to read and interpret logs, dashboards, and system metrics.