Product Support Analyst

Air InfoSec; Northern (KY); Hybrid; USD 70,000 - 100,000; Full time

Job summary

Air InfoSec, LLC seeks a Product Support Analyst to support the Texas Education Agency and TSDS. The role focuses on customer support, technical documentation, and planning tests to ensure system usability and accuracy.

You will interact with ESCs/LEAs and coordinate with the Product Owner team during peak data submission periods. Responsibilities include researching support tickets, producing end-user docs, and designing/execucing testing plans.

Qualifications

• 8 years of experience with the TSDS at the LEA/vendor level.
• 8 years of customer service experience with strong communication.
• 8 years collaborating with cross-functional teams.
• 8 years using excellent communication to work 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.

Responsibilities

• Research and resolve technical support tickets related to TSDS and associated data submissions.
• Prioritize and elevate 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.

Skills

TSDS experience

Customer service

Cross-functional collaboration

Documentation

Testing (UAT)

Communication

Job description

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 elevate 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.

Air InfoSec, LLC is an Equal Opportunity Employer and does not discriminate on the basis of race or ethnicity, religion, sex, national origin, age, veteran disability or genetic information or any other reason prohibited by law in employment.