Product Support Analyst
Air InfoSec, LLC $121K–$141K/yr
IT Services and IT Consulting · 2-10 employees
About the role
The Product Support Analyst will provide customer support, technical documentation, and user acceptance testing for the Texas Student Data System. They act as a liaison between the product team and external education agencies to resolve issues and validate system functionality.
What they look for
Requirements
Candidates must have 8 years of experience working with the Texas Student Data System and providing customer support. Strong communication, documentation, and cross-functional collaboration skills are required for this role.
Full description
This is a remote position.
The Product Support Analyst will support the Texas Education Agency (TEA). This role provides customer support, technical documentation, and user acceptance testing services for the Texas Student Data System (TSDS) and its associated data collections. The analyst will research and resolve support tickets, produce end-user documentation, and design and execute testing plans to validate system functionality and usability. This position also serves as a liaison between the Product Owner team and external customers, including Education Service Centers (ESC) and Local Education Agencies (LEA), particularly during peak data submission periods.
Responsibilities:
- Research and resolve technical support tickets related to TSDS and associated data submissions.
- Prioritize and escalate issues requiring deeper investigation or development team involvement.
- Serve as a point of contact for support-related meetings and communications.
- Create comprehensive and clear technical documentation for end users.
- Ensure documentation is accurate, up-to-date, and compliant with agency standards and accessibility requirements.
- Collaborate with the Product Owner team to gather information for documentation, including promotion logic guides, known issue reports, release notes, and newsletter updates.
- Design and execute user acceptance testing (UAT) plans to validate the functionality and usability of TSDS-related features.
- Document and track defects identified during testing, coordinating resolution with the Product Owner and Project Management teams.
- Gather and analyze end-user feedback to identify areas for improvement.
- Assist the Product Owner team with customer outreach during peak TSDS data submission timeframes, and document and present issues reported by ESC and LEA customers.
Requirements
Minimum Qualifications: Candidates must meet all minimum qualifications.
- 8 years of experience working with the Texas Student Data System (TSDS) at the LEA/vendor level.
- 8 years of experience in customer service, with strong communication skills.
- 8 years of experience collaborating with cross-functional teams.
- 8 years of experience using excellent communication skills to work effectively with cross-functional teams.
- 8 years of experience demonstrating a high level of accuracy and attention to detail in documentation tasks.
- 8 years of experience training other team members.
Preferred Qualifications:
- 8 years of experience documenting software issues, release notes, and technical guides.
- 8 years of experience creating clear, concise, and comprehensive technical documentation.
Work Location and Schedule:
Location: 100% Remote, within the United States.
Schedule: Monday through Friday, 8:00 AM to 5:00 PM, excluding State holidays.
Work Arrangement: Telework.
