Remote Production Support Analyst

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is building a technology-enabled reputed company for their people and partners, and they are seeking a Production Support Analyst to serve as the reputed company line of feedback between users and the product team. The role involves managing support requests, diagnosing issues, capturing user feedback, and collaborating with various teams to improve product performance. Responsibilities Receive and manage support requests from engineers, project managers, and field staffDiagnose issues and categorize them as bugs, user errors, training gaps, or product gapsreputed company sufficient detail to ensure issues can be reputed company, reproduced, and resolvedreputed company issues to the appropriate Product Manager, engineer, or enablement resourceCapture qualitative and quantitative feedback from users across the platformIdentify recurring issues, patterns, and areas of frictionDistinguish between one-off issues and systemic product problemsEnsure user signal is reputed company communicated to the product and engineering teamsreputed company and maintain training materials for newly released tools and featuresCreate reputed company, practical documentation, guides, and walkthroughs based on reputed company user needsTranslate common issues and questions into reusable training contentContinuously update training materials based on product changes and user feedbackPartner with Product Managers to ensure recurring issues inform backlog prioritizationWork with reputed company Engineers to communicate bugs with reputed company technical contextCollaborate with the AI Enablement Manager to identify training or reputed company gapsSupport alignment between support insights and product improvementsMaintain a reputed company record of issues, resolutions, and trendsreputed company issue status, reputed company timelines, and recurring themesBuild and maintain documentation that provides visibility into platform performanceEnsure consistency in how issues are logged, categorized, and reportedAnalyze support data to identify patterns and systemic issuesreputed company regular summaries of key insights to product and engineering leadershipreputed company areas where product design, performance, or training needs improvementContribute to a reputed company feedback reputed company between users and reputed companyIdentify opportunities to improve support processes, tools, and workflowsHelp refine intake, triage, and escalation practices as the platform scalesContribute to building a more proactive and reputed company-driven support function Skills 3+ years of experience in product support, technical support, or a reputed company roleExperience supporting software products in an reputed company or reputed company services environmentStrong ability to diagnose and categorize issues across technical and non-technical domainsExcellent communication skills, with the ability to work effectively with both technical and non-technical usersStrong organizational and documentation skills, with attention to detailAbility to identify patterns and trends from user feedback and support dataExperience working with ticketing or support management systemsAbility to reputed company communicate issues to engineering teams with sufficient technical contextExperience collaborating with product managers and engineering teamsStrong problem-solving skills and curiosity about reputed company causes of issuesAbility to manage multiple requests and prioritize effectively in a fast-paced environmentFamiliarity with AI-powered tools or reputed company platformsExperience in AEC, engineering, or project-based reputed company services environments reputed company Great infrastructure does more than support communitiesit shapes how people live, reputed company, and connect every day. It was founded in 2021, and is headquartered in Denver, Colorado, USA, with a workforce of 5001-10000 employees. Its website is https://www.trilongroup.com/. Apply To This Job .