Product Support Analyst

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as a bridge between SitusAMC and clients to ensure the effective delivery and integration of in-house software and configurations into client production settings.

• Receive, assess, document, and internally route software defects for resolution.

• Provide ongoing support post-launch to enhance client adoption and manage routine inquiries.

• Conduct initial assessments of client issues and log details for further investigation.

• Direct production issues and requests to software development, product, implementation, infrastructure, and other internal teams, monitoring updates until resolution.

• Assist with client-funded UAT/QA testing by executing test cases, verifying functionality, documenting outcomes, logging defects, and facilitating retesting.

• Help with release validation, regression testing, configuration validation, workflow testing, integration/file testing, and readiness for production activities.

• Deliver or assist in training sessions for client administrators, end-users, and internal staff.

• Develop a comprehensive understanding of SitusAMC software features, industry concepts, and client processes.

• Tackle moderately complex production support and testing issues using independent judgment and discretion.

• Travel nationally during normal periods to assist with client installations.

⛳️ Requirements

• A minimum of 1-2 years of experience in Secondary Marketing, Mortgage Lending, Mortgage Technology, Loan Trading, Capital Markets Operations, or a related field.

• At least six months in a production support, software support, implementation, operations, or another client-facing support position.

• Experience in supporting software implementations, client-facing production support, application configuration, UAT/QA testing, or activities following go-live.

• Capability to handle multiple tasks and priorities in a dynamic environment.

• Proficient in Microsoft Office applications, including Outlook, Word, Excel, Teams, and PowerPoint.

• Strong verbal and written communication skills.

• Excellent analytical abilities and sound judgment for resolving moderately complex issues within established procedures.

🏝️ Benefits

• Discretionary bonus eligibility for select positions.

• Paid time off (PTO).

• Paid holidays.

• Medical insurance.

• Dental insurance.

• Vision insurance.

• Life insurance.

• Disability insurance.

• 401K plan.