Product Support Analyst

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

📋 Description

• Receive and oversee support requests from engineers, project managers, and field personnel.

• Analyze issues and classify them as bugs, user errors, training deficiencies, or product shortcomings.

• Collect adequate information to ensure that issues can be understood, reproduced, and addressed.

• Direct issues to the relevant Product Manager, engineer, or enablement resource.

• Capture both qualitative and quantitative feedback from users across the platform.

• Identify recurring issues, trends, and areas of concern.

• Differentiate between isolated issues and systemic product challenges.

• Ensure that user feedback is effectively communicated to the product and engineering teams.

• Create and update training materials for newly launched tools and features.

• Develop clear, practical documentation, guides, and walkthroughs based on actual user needs.

• Transform common issues and questions into reusable training content.

• Continuously revise training materials in response to product updates and user input.

• Collaborate with Product Managers to ensure that recurring issues influence backlog prioritization.

• Work alongside Lead Engineers to convey bugs with clear technical context.

• Partner with the AI Enablement Manager to pinpoint training or onboarding deficiencies.

• Support the alignment between support insights and product enhancements.

• Maintain an organized record of issues, solutions, and trends.

• Track the status of issues, resolution timelines, and emerging themes.

• Develop and sustain documentation that offers visibility into platform performance.

• Ensure uniformity in how issues are logged, categorized, and reported.

• Analyze support data to detect patterns and systemic challenges.

• Provide regular summaries of key insights to product and engineering leadership.

• Emphasize areas where product design, performance, or training require enhancement.

• Contribute to an ongoing feedback loop between users and developers.

• Identify opportunities to enhance support processes, tools, and workflows.

• Assist in refining intake, triage, and escalation methods as the platform expands.

• Play a role in establishing a more proactive and insight-driven support function.

⛳️ Requirements

• 3+ years of experience in product support, technical support, or a similar role.

• Experience in supporting software products within an enterprise or professional services context.

• Strong capability to diagnose and categorize issues across both technical and non-technical areas.

• Excellent communication skills, enabling effective interaction with both technical and non-technical users.

• Strong organizational and documentation skills, with a keen attention to detail.

• Ability to discern patterns and trends from user feedback and support data.

• Experience utilizing ticketing or support management systems.

• Ability to clearly articulate issues to engineering teams with adequate technical context.

• Experience collaborating with product managers and engineering teams.

• Strong analytical skills and curiosity about the root causes of issues.

• Ability to manage multiple requests and prioritize effectively in a dynamic environment.

• Familiarity with AI-driven tools or enterprise platforms is advantageous.

• Experience in AEC, engineering, or project-based professional services environments is a significant plus.

🏝️ Benefits

• Trilon was established with the aim of creating the next Top 20 infrastructure consulting firm in North America by uniting some of the best infrastructure consulting firms in the nation, focused on delivering practical and sustainable infrastructure solutions.

• Trilon is supported by Alpine Investors, a PeopleFirst Private Equity Firm.

• Trilon currently employs over 5,500 staff members across the US.

• Pay Transparency: The base salary range for this role is indicated in the posting.