Analyst II, Product Technical Support
Role Overview
Under general supervision, manage incidents and requests through resolution to support an end-to-end client experience.
Developing individual-contributor role working independently toward departmental goals and operational targets.
Key Skills for This Role
Full Job Posting
Role overview
Under general supervision, manage incidents and requests through resolution to support an end-to-end client experience.
Developing individual-contributor role working independently toward departmental goals and operational targets.
Incident and client support
- Gather incident information through client conversations and self-service support tools.
- Communicate progress promptly to clients and internal stakeholders.
- Assess, triage, and research basic incidents involving software products and infrastructure components.
- Coordinate service desk and support resources; route issues beyond immediate scope to specialized personnel.
- Meet established response and resolution commitments under service-level agreements.
- Document resolutions and contribute to the knowledge base for self-help and staff learning.
- Report recurring challenges and patterns to upper-level professionals.
- Recommend improvements to systems, processes, and workflows.
Qualifications
- Practical knowledge and demonstrated competence gained through a combination of advanced education and relevant experience.
- Practical knowledge of software products and infrastructure components.
- Ability to work independently under general supervision and explain information to others.
Compensation
- The posted full-time salary range is $27.07–$46.03 per hour; individual starting pay depends on job-related skills, experience, education or training, and work location.
Workplace
- The source listing identifies the role as remote in the United States.
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