We are looking for a Product Support Analyst to serve as a key liaison between our users, Tier 1 support, and product and engineering teams.

This Tier 2 support role will focus on diagnosing and resolving more complex user issues, identifying trends in support requests, and ensuring a high-quality user experience for our SaaS platform.

You will work closely with both internal stakeholders and external users to improve issue resolution, training, and product insights.

- Act as Tier 2 support for our SaaS product by proactively reviewing the support ticket queue, resolving issues where possible, and escalating to Tier 3 (Product or Engineering) when needed.

- Collaborate with cross-functional teams including product managers, software engineers, and clinical operations to ensure issues and improvements are well understood.

- Collaborate with the Lead Product Support Analyst and contribute to team goals and process improvements.

- Train and support Tier 1 Helpdesk agents by documenting workflows, sharing product expertise, and conducting sessions.

- Work with customers to gather additional context, provide updates, and ensure a positive resolution experience.

- Monitor support queues, identify recurring issues, and suggest improvements to product or documentation.

- Assist in maintaining and expanding user documentation and knowledge base content, including curating and refining AI-powered Q&A tools and content recommendations.

- Serve as a product expert and resource for both internal teams and external users.

Required Education and Experience :

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

- 5 - 8 years of experience in software product support, ideally within a SaaS or technology company.

Required Skills/Abilities :

- Excellent problem-solving and troubleshooting skills.

- Clear and professional communication skills, both written and verbal.

- Ability to work effectively with internal teams and external customers.

- Strong organizational skills and comfort working in ticketing and workflow systems like Zendesk and Jira.

- Initiative and accountability in owning ticket resolution and follow-through.

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

Preferred Experience and Skills :

- Experience with user-facing documentation or knowledge base content.

- Familiarity with Agile development environments.

- Exposure to support trends analysis, product operations, or process optimization.

- Understanding of web-based software environments and comfort interpreting error logs or API responses.

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