The Role
Supports internally developed software products through customer assistance, troubleshooting, QA testing, release and regression testing, defect validation, product monitoring, and operational support. Collaborates with developers and product stakeholders to investigate issues, document feedback, support deployments, maintain documentation, and recommend product improvements. Requires SQL, software testing, ticketing systems, and the ability to interpret logs, dashboards, and system metrics.
Summary Generated by Built In
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.
RequisitosTechnical 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.
Skills Required
- Strong understanding of software systems and application workflows
- Experience with SQL for querying data, validating issues, and supporting investigations
- Hands-on experience with quality assurance and software testing in product development environments
- Familiarity with issue tracking and ticketing systems
- Ability to read and interpret logs, dashboards, and system metrics
- Experience supporting internally developed applications
- Experience with Power Apps and Power Automate
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The Company
What We Do
Softgic helps organizations pursue digital and cognitive transformation through innovative, customized technology solutions. Its services include software development, automation, cloud computing, cybersecurity, UX design, and related IT consulting. The company’s mission is to make life easier with technology and help clients transform digitally and cognitively, optimizing processes, reducing costs, and accelerating results for businesses across Latin America and the United States.
