Product Support Analyst

Job description

Trilon is building a supercharged, technology-enabled future for our people and partners. The Product Support Analyst plays a critical role in that mission by serving as the front line of feedback between operating company users and the product team. This is not a traditional helpdesk role. You are responsible for capturing, structuring, and translating real-world user feedback into actionable insight that improves the platform. You ensure that what engineers, project managers, and field staff experience day to day is clearly understood by the teams building and improving the tools. You receive and triage support requests across the platform, diagnosing whether issues stem from bugs, user error, training gaps, or product design gaps. You route issues to the appropriate teams with enough clarity and context to drive resolution, while also identifying patterns that should influence product priorities. You maintain a structured view of platform performance through issues, trends, and recurring themes. Your output is not just resolved tickets, but a continuous signal that helps Product Managers, engineers, and leadership understand how the platform is performing in real workflows. This role requires strong communication skills, structured thinking, and curiosity about how and why issues occur. You are organized, detail-oriented, and motivated by turning user friction into product improvement.