Product Support Analyst I

Job title

Product Support Analyst

Department

Product Delivery

Department Head

VP, Product Management & Delivery

Reports To

Manager, Product Delivery

FLSA Status

Exempt

Last Reviewed

August, 2026

The following statements are intended to describe the general nature and level of work to be performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of an incumbent.

Position Summary

The Product Support Analyst provides frontline production and application support for assigned products, triaging and troubleshooting incidents, and coordinating with Product Managers, Business Analysts, and engineering teams to drive timely resolution. This role serves as the primary point of contact for business users experiencing issues, ensuring clear communication throughout the incident lifecycle. The Product Support Analyst also maintains support documentation, tracks recurring issues, and partners with product teams to prioritize fixes that improve product stability and the overall user experience.

Primary Duties & Responsibilities

Incident & Issue Management

• Triage, log, and prioritize incoming support tickets and incidents.
• Diagnose and troubleshoot application, data, and workflow issues.
• Escalate complex or unresolved issues to appropriate technical or product teams.
• Track incidents through to resolution, ensuring timely communication with stakeholders.

Production Support & Monitoring

• Monitor system health, alerts, and batch or job processes for assigned products.
• Identify and report recurring issues or emerging trends.
• Support release deployments by validating post-release functionality.
• Coordinate with engineering teams on defect fixes and hotfixes.

Stakeholder Communication

• Serve as the primary point of contact for business users reporting issues.
• Provide clear, timely updates on issue status and resolution timelines.
• Partner with Product Managers, Business Analysts, and Product Delivery Managers to communicate systemic issues affecting delivery.
• Support user acceptance testing (UAT) and validate reported defects.

Documentation & Knowledge Management

• Maintain and update knowledge base articles, runbooks, and FAQs.
• Document root cause analyses for recurring or high-impact issues.
• Ensure support processes and procedures are current and accessible.

Metrics & Continuous Improvement

• Track and report support metrics, including ticket volume, resolution time, and SLA compliance.
• Identify opportunities to reduce recurring incidents through process or product improvements.
• Partner with product teams to prioritize defect fixes based on business impact.

Other

• Perform other duties as assigned.

Qualifications

• Required:
• Bachelor’s degree in Business, Information Systems, Computer Science, or a related field, or equivalent experience.
• 2+ years of experience in product support, application support, technical support, or a related role.
• Strong troubleshooting and analytical skills.
• Experience with ticketing or support tools (e.g., Jira Service Management, ServiceNow, Zendesk, or similar).
• Basic SQL or data-querying skills to investigate issues.
• Excellent written and verbal communication skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Preferred:
• Experience supporting agile product teams.
• Familiarity with Jira, Confluence, or similar delivery tools.
• Basic understanding of APIs, databases, or system integrations.

Competencies (choose at least 4)

•  Troubleshooting & Root Cause Analysis
•  Customer Service Orientation
•  Attention to Detail
•  Communication & Documentation
•  Prioritization & Time Management
•  Technical Aptitude
•  Collaboration
•  Process Improvement
•  Data Analysis
•  Adaptability
•  Incident Management
•  Knowledge Management

Success Metrics

• Ticket resolution time and SLA compliance
• First-contact resolution rate
• Customer and business user satisfaction
• Reduction in recurring incidents
• Knowledge base completeness and accuracy
• Escalation rate

Working Conditions & Physical Requirements

The work environment characteristics described here is representative of those of a standard office setting. The noise level in the work environment is usually moderate. 

While performing the duties of this job, the employee must be able to remain in a stationary position over 50% of the work day; move about inside the office to access files or office equipment; use hands to finger, handle, or feel objects, tools, or controls to operate a computer and other office productivity machines; reach with hands and arms; must communicate and converse with co-workers; and detect/discern information accurately. Specific vision abilities required by this job include close vision and the ability to adjust focus. The employee must occasionally lift and/or move up to 10 pounds.

Employee Statement of Understanding

I have read and understand the job description for my position. I am able to perform all the essential functions of this position.

I agree to comply with the corporate compliance policy and all laws, rules, regulations and standards of conduct relating to my position. As an employee, I understand my duty to report any suspected violations of the law or the standards to my immediate supervisor.

As an employee, I will strive to uphold the mission and vision of the organization. All employees are required to adhere to the values in all their interactions with customers and fellow employees.

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