The Emmes Company - Lead Product Support Analyst

Responsibilities :

- Manage, coach, and mentor a small team of Tier 2 Product Support Analysts.

- Act as the primary escalation point for complex product issues and customer incidents.

- Work cross-functionally with product management and engineering to prioritize and resolve

systemic issues.

- Identify and drive process improvements for faster and more consistent issue resolution.

- Analyze support trends and user pain points to provide actionable feedback to product and engineering teams.

- Train and support Tier 1 Helpdesk agents with onboarding, product knowledge, and resolution workflows.

- Interface directly with customers as needed to resolve escalations or gather critical context.

- Assist in maintaining and expanding user documentation and knowledge base content,

including curating and refining AI-powered Q&A tools and content recommendations.

- Contribute to or define support SLAs and KPIs, and ensure accountability for response and

resolution time targets.

Qualifications :

- BS in engineering, computer science, information systems or management.

- 8 -12 years of experience in software product support, ideally within a SaaS or technology

company.

- At least 3 years of previous people management experience within customer support.

Required Skills/Abilities :

- Proven leadership and mentoring skills with a track record of managing or guiding customer support teams at SaaS companies.

- Excellent communication skills (written and verbal) with the ability to interface effectively with users, executives, and cross-functional teams.

- High level of proactivity and ownership; ability to drive issues to closure without needing direction.

- Experience working in fast-paced environments with tight SLAs and high customer expectations.

- Fluency with support tools (Zendesk, Jira, Confluence, etc.)

- Comfort with interpreting logs, basic technical workflows, and business logic.

Preferred Experience And Skills :

- Experience supporting healthcare, life sciences, or regulated software is a plus.

- Experience writing or editing knowledge base articles or user-facing support content.

- Exposure to product lifecycle processes or Agile/Scrum environments