Product Support Analyst

About Technosylva

Technosylva is a global leader in wildfire and extreme weather risk mitigation software. The Company’s market-leading solutions, enhanced by AI and machine learning capabilities, provide real-time and predictive insights to support electric utility, insurance and government agency customers.

Technosylva has provided critical solutions for the past 26 years. In 2022 the organization entered a period of significant growth and transformation with investment from TA Associates, a leading growth PE firm, scaling to about 200 employees and offering its product in over 10 countries. In 2024 General Atlantic, a leading global growth investor, announced a strategic growth investment in Technosylva to support the company in its mission.

Role Overview

As a member of the North American support team, the Product Support Analyst is tasked with being accountable for addressing, investigating, and resolving customer inquiries and technical issues at the L1/L2 level promptly and professionally. This is achieved through a structured and agreed-upon methodology, adhering to contractual service level agreements. The role also involves establishing and sustaining an effective and proactive approach to Service Management in collaboration with the customer and across Technosylva teams.

Responsibilities

• Take ownership of the full lifecycle of customer tickets—from receipt through closure—ensuring resolution within SLA targets and collaborating with other teams as needed. Be the customer advocate through the ticket lifecycle.
• Engage with customers professionally, clearly, and courteously to provide timely updates and support.
• Request additional information from customers when necessary to fully diagnose reported problems.
• Conduct technical analysis to identify root causes and determine appropriate resolutions.
• Apply product expertise to decide on the best next steps: resolve the issue directly, recommend further diagnostic actions, or escalate to the appropriate internal team.
• Deliver immediate remedial actions to restore normal service operations whenever possible.
• Monitor all open and escalated issues, track customer responses, and ensure adherence to SLA timelines.
• Partner with L3 Engineers to resolve escalated tickets efficiently and within SLA commitments.
• Notify the Manager of any potential SLA breaches or risks to service quality.
• Participate in customer-facing meetings as required to review ticket status and progress updates. 
• Compile and contribute data for management and customer metrics reports.
• Maintain current knowledge of Technosylva’s products, including upcoming patches, releases, and feature enhancements.
• Represent Technosylva as a proactive and valued business partner through high-quality service and collaboration.
• Collaborate with internal teams and customers to identify and implement process improvements that enhance the overall customer experience.
• Support senior implementation staff in testing new software releases, documenting defects, and working with product development to validate new functionality through formal test plans as needed.
• Participate in project deployments as needed to support successful implementation and customer adoption.

Requirements

Required

• Associates degree or technical certificate and at least two years’ experience in a technical support, help desk, or customer service role.
• Basic knowledge of computer hardware and networking technologies.
• Experience with a bug/issue tracker system such as Jira.
• Proficiency with MS Office suite & Google products.
• Familiarity working with cloud-based computing environments.
• Ability to maintain professionalism and a positive attitude under stress and customer advocate through issue resolution.
• Deadline-driven, accountable with excellent time management ability.
• Ability to multitask, prioritize work and manage own time to meet team goals and deadlines as well as take direction from senior analysts while working remotely.
• Strong written & verbal communications skills and strong analytical & problem-solving skills.
• Some after-hours/weekend support required on a rotating support schedule.

Preferred

• Experience working in wildland fire, forestry, electrical utility, emergency management or related discipline.
• Familiarity with GIS, AGOL, and/or ArcGIS Enterprise platform management
• Experience testing and supporting mobile applications in Android and iOS environments.