Phocas is looking for an Associate Product Support Analyst to handle escalated customer issues, investigate root causes, propose solutions, and promote best practices for Phocas usage. This role aims to deepen technical expertise within the Product & Platform team, focusing on areas like AWS, cloud architecture, system reliability, cost optimization, automation, and incident management.
Requirements
- Strong problem-solving and troubleshooting experience
- Solid knowledge of Phocas and how customers use it
- Familiarity with Windows or Linux systems and application stacks (IIS, SQL Server)
- Basic scripting skills (PowerShell, Bash, Python, or similar)
- Interest in developing knowledge of cloud platforms, automation, reliability practices, and cost optimization
Responsibilities
- Taking ownership of complex, escalated customer issues
- Investigating problems, troubleshooting, and documenting root causes
- Working with Product and Platform teams to propose solutions
- Acting as a product expert, promoting best practices in usage and adoption
- Supporting deployments, upgrades, and configuration changes
- Maintaining and improving the support knowledge base
- Identifying opportunities to automate repetitive tasks
Other
- Hybrid role: presence required in either our Costa Mesa, CA or Reno, NV office
- Experienced in supporting customers and solving escalations
- Inquisitive and resourceful — you like digging deeper to find answers
- Confident in promoting best practices in how Phocas is used
- Collaborative — enjoys working with Support, Product, and Platform teams
