User Research Analyst / Product Support Analyst - 54128027301

Somewhere • Manila, LA

15h • $1,000 - $2,000 • Remote

About The Position

This role sits at the intersection of product, engineering, and user experience. The User Research Analyst acts as the first line of defense when something breaks, degrades, or behaves unexpectedly. You will monitor product health, engage directly with users, triage issues, and partner closely with engineers to ensure fast, accurate resolution. This is a highly ownership-driven role suited for someone who is customer-obsessed, technically curious, and calm under pressure. You become the steady heartbeat of the product when things go wrong.

Requirements

• Experience in technical customer support, QA, support operations, or a customer-facing product role.
• Strong ability to debug, investigate, and reproduce issues from vague or incomplete user reports.
• Comfort working with observability, error tracking, or support tools.
• Excellent written and verbal communication that is clear, empathetic, and confident when interacting with users.
• High ownership mindset with a strong bias for action and follow-through.
• Calm, structured thinking in fast-paced or ambiguous situations.
• Low-ego, team-first approach with strong collaboration skills.
• You enjoy talking to users, asking the right questions, and connecting dots between technical signals and real-world behavior.
• You are trusted when things break because you communicate clearly, move quickly, and close loops.
• You thrive in remote, async environments and are comfortable working across time zones.

Nice To Haves

• Engineering background or knowledge (basic coding insight)
• Familiarity with tools such as Sentry, LogRocket, Intercom, Zendesk, Pylon, or similar platforms.
• Experience supporting B2B SaaS products or automation-heavy workflows.
• Ability to interpret technical information and partner closely with engineers on root cause analysis.

Responsibilities

• Monitor product health in real time using tools such as Sentry, LogRocket, internal dashboards, and product issue channels.
• Triage issues as they arise by reproducing bugs, validating severity, and clearly documenting context for engineering.
• Proactively reach out to customers when incidents occur to gather details, diagnose problems, and ensure users feel supported and informed.
• Own the first-response loop for errors, regressions, broken workflows, or unexpected behavior.
• Collaborate closely with engineering to drive fast resolutions while maintaining product quality.
• Document recurring issues, write clear troubleshooting steps, and surface insights for product improvements.

Benefits

• This role protects the user experience at its most critical moments. By responding quickly, communicating clearly, and partnering tightly with engineering, you directly impact customer trust, product stability, and long-term retention. As the company grows, this function is expected to scale, with the potential to add more team members over time.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed