Product Support Analyst

Cayuse Holdings•Cedar Park, TX

22h•$50,000 - $100,000•Hybrid

About The Position

The Product Support Analyst will be responsible for troubleshooting and resolving product and service issues, evaluating failures and systemic problems, and reporting on the necessary steps to resolve them. The Product Support Analyst serves as a key intermediary between customers and technical teams, ensuring that product-related concerns are addressed, and solutions are implemented effectively. In addition to resolving technical issues, the Analyst will install and configure applications, hardware, and equipment while delivering expert-level guidance to customers on product features, configuration options, and implementation practices. This position combines strong technical troubleshooting skills with customer service excellence to deliver a high-quality support experience. This position aligns with Cayuse’s core values of Innovation, Excellence, Collaboration, Adaptability, and Integrity by fostering technical solutions that meet customer needs, promoting teamwork, and prioritizing quality in deliverables.

Requirements

Exceptional interpersonal skills with the ability to communicate in a clear, professional, and articulate manner.
Exceptional verbal and written communication skills.
Excellent organizational, analytical, and problem-solving skills with high-level attention to detail.
Ability to analyze systems and procedures
Strong multitasking skills with the ability to manage multiple design streams across concurrent work effort.
Must be self-motivated and able to work well independently as well as on a multi-functional team.
Ability to handle sensitive and confidential information appropriately

Nice To Haves

Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
Certifications in relevant areas (e.g., ITIL, CompTIA A+, or similar).
Proven experience in technical support, product support, or a related field troubleshooting and resolving technical hardware and software issues.
Proficiency with operating systems, hardware configurations, and software installation processes in both enterprise and consumer environments.
Hands-on experience in diagnosing and reporting failures, bugs, and systemic problems.
Ability to explain technical concepts clearly and professionally to both technical and non-technical users.

Responsibilities

Troubleshoot, diagnose, and repair issues related to company products and services, ensuring timely and effective resolution.
Evaluate failures, software bugs, systemic problems, and hardware malfunctions, and create detailed reports on required fixes and steps to address issues.
Utilize site-specific information such as hardware configurations, operating systems, and user environment requirements to resolve problems accurately.
Assist customers by providing clear guidance on product features, configuration options, and implementation best practices.
Communicate ongoing issues, solutions, and updates both internally to technical teams and externally to customers to maintain transparency.
Document customer interactions, including problem details, troubleshooting steps, and resolution outcomes, in the knowledge base and ticketing system.
Install applications, hardware components, parts, and equipment as needed, ensuring they are fully operational and meet performance standards.
Provide support during product configuration and implementation processes, ensuring alignment with customer requirements.
Contribute to and utilize an internal knowledge base containing troubleshooting guides, FAQs, and solutions for common problems.
Report on product and service problems with recommendations for process improvements or systemic changes to minimize future issues.
Work with engineering and development teams to escalate unresolved issues and contribute to continuous product improvement.
Support customers in making informed decisions about product selection and compatibility with their environment and user requirements.
Ensure customers receive excellent technical support that aligns with the company's commitment to customer satisfaction and product quality.
Other duties as assigned.