Technical Product Analyst II

Job description

**This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Technical Product Analyst II based in United States.** This is a mid-level, fully remote opportunity supporting customers and internal teams with complex software-related issues. You will serve as a trusted technical resource, independently troubleshooting cases and guiding issues through resolution. The role combines customer service, technical analysis, scripting, and product expertise across a software support environment. You will manage escalated cases, hot-fix updates, and complex support requests while maintaining clear stakeholder communication. Your work will directly contribute to service quality, faster issue resolution, and stronger internal product knowledge. You will collaborate with technical teams, participate in triage and bug-scrub activities, and help improve troubleshooting practices. The position also offers opportunities to mentor peers and become a go-to expert within your assigned product area. ### Accountabilities - Provide technical customer service for assigned software solutions, independently managing support cases from intake through resolution while using internal tools and processes to track, update, and complete work items. - Take ownership of more complex client software issues while remaining capable of handling the full range of case types required for assigned solutions. - Support software hot-fix updates for internal clients and serve as a technical resource during client escalations. - Follow escalation procedures, maintain appropriate communication with customers, peers, and management, and use sound judgment to prioritize and schedule escalated work. - Document customer interactions, troubleshooting approaches, actions taken, current status, and next steps throughout the support-ticket lifecycle. - Provide timely, clear, and concise written and verbal updates to customers and internal stakeholders in accordance with established follow-up guidelines. - Meet all applicable service-level objectives for response and follow-up times. - Analyze technical facts and conditions to determine appropriate troubleshooting methods and next steps, while contributing knowledge that helps improve resolution times across the team. - Participate in customer calls, internal meetings, triage sessions, bug-scrub meetings, and other collaborative engagements related to the assigned software solution. - Mentor colleagues by sharing technical expertise and product knowledge. ## Requirements - At least 2 years of experience in help desk, technical support, customer service, or a comparable customer-facing technical role. - At least 2 years of scripting experience with technologies such as SQL, Progress, PowerShell, or similar tools. - At least 2 years of basic PC troubleshooting and/or repair experience. - At least 2 years of experience using Microsoft Office applications and creating technical or business documentation. - Strong understanding of Windows operating systems, with experience supporting workstation and/or server environments preferred. - Knowledge of TCP/IP and DNS networking concepts is preferred, along with experience working with antivirus or endpoint-security products such as managed antivirus solutions, CrowdStrike, or Carbon Black. - A background in programming and an Associate's or Bachelor's degree in IT or a related field are preferred. - Strong analytical and problem-solving abilities, with the capacity to troubleshoot independently and exercise sound judgment on complex issues. - Excellent written and verbal communication skills, with the ability to remain composed under pressure and communicate technical information clearly to varied audiences. - Strong organizational and prioritization skills, with the ability to manage multiple cases, deadlines, escalations, and service-level requirements. - Must be at least 18 years of age. ## Benefits - Hourly compensation of **$25.00–$30.00**, with eligibility for commission or an annual performance incentive plan. - Fully remote work opportunity within the United States. - Healthcare coverage, including medical, dental, and vision plans. - Paid time off, volunteer time off, and paid holidays. - Employer-matched retirement plan. - Employee stock purchase plan. - Short-term and long-term disability coverage. - Infertility treatment, adoption, and surrogacy assistance. - Tuition reimbursement. - Benefits designed to support employees' physical, financial, and emotional wellbeing, with offerings varying by role, location, or hours worked.