Product Support Analyst II
Employment Information
Report this job
Job expired or something wrong with this job?
Job Description
Product Support Analyst II at Equip enhancing user experience for a virtual eating disorder treatment program. Focus on troubleshooting, support, and user satisfaction across various platforms.
Responsibilities:
- Deliver prompt, courteous, and effective support to both external users and internal employees encountering product or technical issues.
- Investigate and troubleshoot software and platform-related problems reported by users via various channels (phone, email, chat, etc.).
- Proactively identify patterns in customer issues and communicate actionable insights.
- Escalate unresolved or complex issues to appropriate internal teams and follow through to ensure resolution. Comfortable navigating ambiguous situations.
- Maintain and improve internal and external documentation, ensuring resources are clear, accurate, and up to date.
- Contribute to the creation and optimization of support workflows, processes, and tools to drive team efficiency and user satisfaction.
- Collaborate cross-functionally in a fast-paced environment, demonstrating adaptability and an ability to manage competing priorities.
- Participate in after-hours or weekend support as needed to meet business demands.
- Perform other duties as assigned.
Requirements:
- A bachelor's degree in computer science, information technology, engineering, or a related field.
- 4+ years of experience in product application support, IT Helpdesk, or a similar customer-facing technical role.
- Ability to work 8 am - 5 pm EST.
- Demonstrated troubleshooting and analytical skills, with a proactive, solutions-focused mindset.
- Quick learner with a strong interest in mastering new technologies and systems, including Equip’s platform.
- Excellent verbal and written communication skills, with an ability to explain technical concepts to both technical and non-technical users.
- Effective multitasker who can manage multiple tickets, priorities, and stakeholders in a fast-paced environment.
- Working knowledge of databases, with experience using database tools to investigate data-related issues. Experience with MDM Admin (ideally Jumpcloud), GSuite Admin, Mac Support, PC Support, SAAS support, JIRA or other ticketing systems.
- Experience with Postman, AWS Console Admin, Salesforce, or other enterprise platforms is a plus.
- Fluency in Spanish is a strong plus, particularly for supporting our bilingual users.
Benefits:
- Flex PTO policy (3-5 wks/year recommended) + 11 paid company holidays.
- Competitive Medical, Dental, Vision, Life, and AD&D insurance.
- Equip pays for a significant percentage of benefits premiums for individuals and families.
- Maven, a company paid reproductive and family care benefit for all employees.
- Employee Assistance Program (EAP), a company paid resource for mental health, legal services, financial support, and more!
- $50/month stipend added directly to an employee’s paycheck to cover home internet expenses.
- One-time work from home stipend of up to $500.
Similar Jobs
Genesys Support Engineer
Integration and Support Specialist focused on onboarding users and troubleshooting integrations for Genesys and Salesforce platforms. Collaborating across teams to enhance platform efficiency and minimize downtime.
Technical Support Representative
Technical Support Representative assisting customers with product troubleshooting and warranty claims. Ensuring high-quality customer experience through various support channels.
Senior Technical Support Engineer
Senior Technical Support Engineer focusing on customer escalation and support post-sales. Engaging in technical debugging and collaboration with engineering for enterprise customers.
Principal Technical Analyst – MMIS, Medicaid Pharmacy
Principal Technical Analyst supporting MMIS Medicaid Pharmacy systems to improve healthcare outcomes at Gainwell Technologies. Focused on technical analysis, SQL development, and system troubleshooting.
Advisor Technical Analyst – MMIS, Medicaid Pharmacy
Advisor Technical Analyst at Gainwell to support MMIS Medicaid Management Information Systems. Contribute technical expertise in SQL, data analysis, and solution design to healthcare systems.
IT Support Engineer
IT Support Engineer joining IT team to support Microsoft 365, virtualization, and Windows infrastructure. Provide technical support and innovate with AI technologies for IT processes.
Technical Support Engineer – Automotive
Technical Support Engineer resolving complex automotive diagnostics issues. Engaging with dealerships and service networks to maintain operational efficiency and customer satisfaction.
Technical Support Engineer – Cloud, Linux
Technical Support Engineer providing L1/L2 support globally for cloud solutions by resolving customer issues and ensuring software reliability with focus on Linux systems.
Technical Support Engineer, Entry-Level, Cloud / Linux
Entry-Level Technical Support Engineer providing assistance in cloud infrastructure and Linux systems. Collaborating with experienced engineers and supporting customers in Japan and globally.
Support Analyst
Support Analyst responsible for resolving customer issues in IP software for Quartz IP. Engaging with SQL and collaborating with teams to ensure seamless service delivery.
Convention Center Support Technician Intern
Supporting on-site connectivity for convention events as a Convention Center Support Technician Intern. Involves technical support, troubleshooting, and maintaining equipment for a positive experience.
Support Engineer
Software Support Engineer triaging, diagnosing, and resolving technical issues for customers. Acting as a bridge between customers, the commercial team, and product engineering.
Technical Support Officer
Technical Support Officer providing expertise on gas industry inquiries and maintaining safety standards. Collaborating with various stakeholders to enhance gas safety awareness and compliance.
Senior Support Engineer – Enterprise
Client-facing Support Engineer providing technical support for Azure Virtual Desktop and related Microsoft cloud technologies. Collaborating with IT professionals to enhance their Nerdio platform experience.
Senior Manager, Technical Support
Senior Manager of Technical Support overseeing customer success at Hammerspace. Build and lead global support organization while collaborating with engineering and product teams.
Junior Technical Support Referent, Italian
Junior Technical Support Referent handling automotive support requests and ensuring effective solution delivery. Collaborating with a team and managing customer incidents in a remote setting.
WordPress Support Developer
WordPress Support Developer maintaining and improving live client websites for a Canada-based digital marketing agency. Focused on troubleshooting, bug fixes, and ensuring optimal website performance with multiple CMS platforms.
AI Technical Analyst
AI Technical Analyst leading process discovery and designing AI-driven workflows for a global talent solutions company. Engaging in stakeholder interviews and providing technical design consultation and improvements.
Support Engineer
Support Engineer supporting SaaS products for rehabilitation therapy businesses by bridging gaps between engineering and client experience teams. Diagnose issues, debug, and articulate solutions.
Application & Integration Support Engineer
Application and Integration Support Engineer responsible for supporting enterprise applications and system stability. Focused on troubleshooting across Windows and Linux environments for the American Cancer Society.