Technosylva is looking for a Product Support Analyst to address, investigate, and resolve customer inquiries and technical issues at the L1/L2 level promptly and professionally, ensuring adherence to contractual service level agreements and maintaining an effective and proactive approach to Service Management.
Requirements
- Basic knowledge of computer hardware and networking technologies.
- Experience with a bug/issue tracker system such as Jira.
- Proficiency with MS Office suite & Google products.
- Familiarity working with cloud-based computing environments.
- Familiarity with GIS, AGOL, and/or ArcGIS Enterprise platform management
- Experience testing and supporting mobile applications in Android and iOS environments.
Responsibilities
- Take ownership of the full lifecycle of customer tickets—from receipt through closure—ensuring resolution within SLA targets and collaborating with other teams as needed.
- Conduct technical analysis to identify root causes and determine appropriate resolutions.
- Apply product expertise to decide on the best next steps: resolve the issue directly, recommend further diagnostic actions, or escalate to the appropriate internal team.
- Deliver immediate remedial actions to restore normal service operations whenever possible.
- Monitor all open and escalated issues, track customer responses, and ensure adherence to SLA timelines.
- Partner with L3 Engineers to resolve escalated tickets efficiently and within SLA commitments.
- Support senior implementation staff in testing new software releases, documenting defects, and working with product development to validate new functionality through formal test plans as needed.
Other
- Associates degree or technical certificate and at least two years’ experience in a technical support, help desk, or customer service role.
- Ability to maintain professionalism and a positive attitude under stress and customer advocate through issue resolution.
- Deadline-driven, accountable with excellent time management ability.
- Ability to multitask, prioritize work and manage own time to meet team goals and deadlines as well as take direction from senior analysts while working remotely.
- Strong written & verbal communications skills and strong analytical & problem-solving skills.
- Some after-hours/weekend support required on a rotating support schedule.
- Experience working in wildland fire, forestry, electrical utility, emergency management or related discipline.
