Technical Product Analyst II

Jobgether; Deutschland; Remote; EUR 30.000 - 36.000; Vollzeit

Benefits dieser Stelle

Remote work within the United States

Healthcare coverage (medical, dental,,

Paid time off

Retirement plan

Stock purchase plan

Disability coverage

Tuition reimbursement

Wellbeing programs

Zusammenfassung

Jobgether is seeking a Technical Product Analyst II for a fully remote role based in the United States. You will support customers and internal teams with complex software issues, independently troubleshooting cases and guiding resolutions.

The position blends customer service, technical analysis, scripting, and product knowledge across a software support environment. You will mentor peers and contribute to faster resolutions and stronger internal knowledge.

Qualifikationen

• 2+ years in help desk or technical support or equivalent customer-facing tech role.
• 2+ years scripting experience with SQL, Progress, PowerShell or similar.
• 2+ years of basic PC troubleshooting and repair experience.
• 2+ years of experience using MS Office and creating technical docs.
• Strong understanding of Windows OS and support of workstation/server envs.
• Good English communication and problem-solving abilities.

Aufgaben

• Provide technical customer service and manage cases from intake to resolution.
• Own complex client software issues and escalate as needed.
• Support software hot-fix updates for internal clients during escalations.
• Follow escalation procedures and keep stakeholders updated on status.
• Document interactions, troubleshooting steps, and next steps.
• Provide timely written and verbal updates per guidelines.
• Meet service-level objectives for response and follow-up times.
• Analyze facts to determine troubleshooting steps and share knowledge.
• Participate in triage, bug-scrub, and cross-team meetings.
• Mentor colleagues by sharing technical expertise and product knowledge.

Kenntnisse

Technical support

Scripting

Customer communication

Documentation

Windows OS

Multitasking

Ausbildung

Associate's or Bachelor's degree in IT or related field

Tools

SQL scripting

PowerShell

Progress

DNS/TCP-IP networking

CrowdStrike/Carbon Black

Jobbeschreibung

Our partner is looking for a Technical Product Analyst II based in United States.

This is a mid-level, fully remote opportunity supporting customers and internal teams with complex software-related issues.

You will serve as a trusted technical resource, independently troubleshooting cases and guiding issues through resolution.

The role combines customer service, technical analysis, scripting, and product expertise across a software support environment.

You will manage escalated cases, hot-fix updates, and complex support requests while maintaining clear stakeholder communication.

Your work will directly contribute to service quality, faster issue resolution, and stronger internal product knowledge.

You will collaborate with technical teams, participate in triage and bug-scrub activities, and help improve troubleshooting practices.

The position also offers opportunities to mentor peers and become a go-to expert within your assigned product area.

Accountabilities

• Provide technical customer service for assigned software solutions, independently managing support cases from intake through resolution while using internal tools and processes to track, update, and complete work items.
• Take ownership of more complex client software issues while remaining capable of handling the full range of case types required for assigned solutions.
• Support software hot-fix updates for internal clients and serve as a technical resource during client escalations.
• Follow escalation procedures, maintain appropriate communication with customers, peers, and management, and use sound judgment to prioritize and schedule escalated work.
• Document customer interactions, troubleshooting approaches, actions taken, current status, and next steps throughout the support-ticket lifecycle.
• Provide timely, clear, and concise written and verbal updates to customers and internal stakeholders in accordance with established follow-up guidelines.
• Meet all applicable service-level objectives for response and follow-up times.
• Analyze technical facts and conditions to determine appropriate troubleshooting methods and next steps, while contributing knowledge that helps improve resolution times across the team.
• Participate in customer calls, internal meetings, triage sessions, bug-scrub meetings, and other collaborative engagements related to the assigned software solution.
• Mentor colleagues by sharing technical expertise and product knowledge.

Requirements

• At least 2 years of experience in help desk, technical support, customer service, or a comparable customer-facing technical role.
• At least 2 years of scripting experience with technologies such as SQL, Progress, PowerShell, or similar tools.
• At least 2 years of basic PC troubleshooting and/or repair experience.
• At least 2 years of experience using Microsoft Office applications and creating technical or business documentation.
• Strong understanding of Windows operating systems, with experience supporting workstation and/or server environments preferred.
• Knowledge of TCP/IP and DNS networking concepts is preferred, along with experience working with antivirus or endpoint-security products such as managed antivirus solutions, CrowdStrike, or Carbon Black.
• A background in programming and an Associate's or Bachelor's degree in IT or a related field are preferred.
• Strong analytical and problem-solving abilities, with the capacity to troubleshoot independently and exercise sound judgment on complex issues.
• Excellent written and verbal communication skills, with the ability to remain composed under pressure and communicate technical information clearly to varied audiences.
• Strong organizational and prioritization skills, with the ability to manage multiple cases, deadlines, escalations, and service-level requirements.
• Must be at least 18 years of age.

Benefits

• Hourly compensation of $25.00--$30.00, with eligibility for commission or an annual performance incentive plan.
• Fully remote work opportunity within the United States.
• Healthcare coverage, including medical, dental, and vision plans.
• Paid time off, volunteer time off, and paid holidays.
• Employer-matched retirement plan.
• Employee stock purchase plan.
• Short-term and long-term disability coverage.
• Infertility treatment, adoption, and surrogacy assistance.
• Tuition reimbursement.
• Benefits designed to support employees' physical, financial, and emotional wellbeing, with offerings varying by role, location, or hours worked.

We appreciate your interest and wish you the best!