Analyst II, Product Technical Support
About The Position
Under general supervision, the Analyst II, Product Technical Support oversees incidents and requests from identification through resolution, providing an end-to-end client experience. The role gathers incident information through client conversations and self-service support tools, communicates timely progress updates to clients and internal stakeholders, and conducts initial assessments, triage, and research for basic incidents involving software products and infrastructure components. The position coordinates service desk and support resources and routes incidents to specialized personnel when needed. The Analyst II executes against established Service Level Agreements (SLAs), documents resolutions, contributes to the knowledge base, and communicates recurring challenges and patterns to upper-level professionals. The role also recommends enhancements to systems, processes, and workflows. This is a developing individual-contributor position that works independently under general supervision to support departmental goals and achieve operational targets. It involves solving problems within the job area, interpreting and explaining information, and sharing knowledge of policies, practices, and procedures. The position typically requires practical knowledge and demonstrated competence gained through a combination of advanced education and relevant experience. The posted full-time salary range is $27.07–$46.03. Actual starting pay depends on factors including job-related skills, experience, education or training, and work location.
Requirements
- Practical knowledge and demonstrated competence gained through a combination of advanced education and relevant experience.
- Understanding of software products and infrastructure components.
- Ability to gather incident information, conduct initial assessments and research, and coordinate support resources.
- Ability to communicate clearly with clients, internal stakeholders, and upper-level professionals.
- Ability to document resolutions and share knowledge of policies, practices, and procedures.
Responsibilities
- Oversee incidents and requests from identification through resolution to provide an end-to-end client experience.
- Gather incident information through client conversations and self-service support tools.
- Communicate progress promptly to clients and internal stakeholders.
- Conduct initial assessments, triage, and research for basic incidents involving software products and infrastructure components.
- Coordinate service desk and support resources and route incidents to specialized personnel when appropriate.
- Execute against established Service Level Agreements (SLAs), meeting response and resolution commitments.
- Document resolutions and contribute to the knowledge base to support self-help and staff learning.
- Communicate recurring challenges and patterns to upper-level professionals.
- Recommend enhancements to systems, processes, and workflows.
- Adjust or recommend improvements to systems and processes to achieve operational targets.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
