LMS Product Support Analyst

Academy Of Mine; Cherry Hill Township (NJ); Hybrid; USD 72,000 - 88,000; Full time

Benefits offered by this job

401k with Employer Match

3 weeks paid vacation

Sick Leave per NJ policy

Job summary

Academy Of Mine, a B2B SaaS LMS provider based in Cherry Hill, NJ, seeks a Product Support Analyst to be the first line of support for our enterprise clients. You will troubleshoot issues, document bugs, and translate technical problems into clear, user-friendly solutions.

The role is hybrid (3 days in the office for the first 2 months, then 2 days). Requires US citizenship or lawful permanent residence, an undergraduate degree, and 2+ years in a fast-paced team.

Qualifications

• Analytical mindset required for issue triage and root cause analysis.
• Strong communication and documentation skills for clear customer interactions.
• Ability to translate technical details into understandable guidance for customers.

Responsibilities

• Serve as the first point of contact for customer support tickets via email or chat.
• Troubleshoot, investigate, and reproduce product issues.
• Collaborate with engineering to document and elevate bugs with clear detail.
• Translate technical issues into easy-to-understand solutions for customers.
• Write and maintain knowledge base articles, FAQs, and internal guides.

Skills

Analytical mindset

Communication skills

Documentation

Education

Undergraduate degree

Job description

Academy Of Mine provides a B2B SAAS Platform, a fully customizable Learning Management System (LMS) provider serving Organizations and Training Providers in areas of Professional Training, Continuing Education, and Certification Based Training. The company is industry agnostic but most of our customers are in fields such as Safety, Compliance, Real Estate, HealthCare, K-12/School Districts etc.

Our mission to help organizations Scale their Professional Training and Continuing Education business. We are a bootstrapped company with a small team but we pack a punch. Majority of our customers are within North America and Europe with a smaller percentage across rest of the world.

Why Now

We have been in business for a while but really found Product Market Fit (PMF) in the last 2-3 years where we have figured out who our Ideal Customer is. We are now ready to scale our Product and Customers and expanding our Product Support team in house locally in Cherry Hill, NJ.

We’re looking for a Product Support Analyst to join our team as the first line of support for our enterprise SaaS Learning Management System (LMS). You’ll be the bridge between our customers and our engineering team, helping troubleshoot issues, answer complex questions, and make sure every client gets the most value from our platform.

What you will do

• Serve as the first point of contact for customer support tickets via email or chat.
• Troubleshoot, investigate, and reproduce product issues.
• Work closely with the engineering team to document and elevate bugs with clear technical detail.
• Translate technical issues into easy-to-understand solutions for customers.
• Write and maintain knowledge base articles, FAQs, and internal troubleshooting guides.
• Identify recurring issues and provide feedback to improve product quality and customer experience.

Must have Requirements (Please read carefully)

• US Citizens or Legal Permanent Residents only.
• Undergraduate degree in any field
• No experience required in Software industry BUT must have 2+ years of Professional Experience ideally working in smaller teams/complex environments where you have to juggle between multiple people and tasks. Teachers or people with Educational background are welcome to apply.
• This is a hybrid Role and you must be able to work in our Cherry Hill NJ (3 days a week in office first 2 months and then 2 days afterwards). Philadelphia/PA residents welcome as we are about 30 mins drive from Philly.
• Strong analytical and problem-solving mindset.
• Excellent communication and documentation skills.
• Ability to learn complex products quickly and think critically under pressure.

Teachers/People with Educational Technology background are welcome

Team Structure

• Can work with a global and remote team (we have team members in US, Europe and India).
• You don't need a lot of structure or a big team to succeed and can work in a scrappy environment. If you have never worked at a startup or for a very small team, please don't apply unless you are one of those corporate people who are itching to get out and do something of their own.

Salary and Benefits

• Base $80,000/Year (W2). Discretionary Year end bonus possible (depending on performance)
• 401k Plan with Employer Match
• 3 weeks paid vacation plus 10 days of company holidays
• Sick Leave as per State of NJ Policy