Full Time
Los Angeles, CA

Product Support Analyst

We are looking for someone who care about customers, has a bias towards action, who is detail-oriented, who is comfortable working in a highly fluid start-up environment and can develop robust process driving efficiency gains. We value Product Support Analysts who are efficiency-minded, show empathy for customers, can multi-task well and have fantastic communication skills.

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Job Responsibilities

  • Build a strong relationship with our product, as your knowledge will be a driving force in the success of our customers.
  • Take ownership of issues reported/found with an emphasis on the need to research, troubleshoot, and identify software or process issues
  • Be the first point of contact for internal teams as they notice and raise issues about the product. It is your job to discern between a bug and expected product functionality.
  • Develop robust practices to support internal teams as it relates to incident management.
  • Own the bug backlog, prioritization and escalation points to Product and Development teams
  • Be responsible for meeting response time SLAs and ensuring bugs are completed by the SLAs dictated by priority of the bug.
  • Appropriately manage time and maintaining a high level of availability to handle incoming calls and tickets independently
  • Adapt quickly to product and process changes in a fast-paced environment with many features  and release cycles
  • Prioritize and manage several open issues at one time
  • Maintain prompt and effective inter and intra-team communication

Job Requirements

  • 2+ years of relevant professional experience as a Support Analyst, Technical Support, Operations Support or related role
  • Proven ability to independently investigate and implement solutions to technical issues
  • Detail oriented and have strong communication and organizational skill
  • Ability to multi-task as you will be responsible for many tasks simultaneously
  • Keen problem solving and troubleshooting skills
  • Active listening skills and showcasing empathy to customer’s experiences
  • Self-motivated and highly personable
  • Excellent customer support skills and the ability to interact in a courteous, helpful and professional manner
  • Demonstrated strong problem solving and analytical skills
  • Excited to be a part of an inclusive culture
  • Bonus: experience with ticketing tools (e.g. Zendesk), Analytics tools (e.g. Google Analytics) and PM tools (e.g. JIRA)