Product Support Analyst 2 - Help Desk and Operations

ZipRecruiter; Austin (TX); On-site; USD 60,000 - 100,000; Full time

Job summary

An established industry player is seeking a dedicated Product Support Analyst to join their team in Austin. This role involves developing and executing user acceptance testing plans, collaborating with stakeholders, and ensuring high-quality system performance. The ideal candidate will have strong experience in testing tools and methodologies, along with a deep understanding of system architectures and databases. If you are passionate about improving customer experiences and thrive in a dynamic environment, this opportunity is perfect for you.

Qualifications

• Experience with UAT processes and test plan creation.
• Proficiency in testing tools like SQL, JIRA, and Postman.

Responsibilities

• Develop and execute test plans based on business requirements.
• Analyze and resolve complex customer support tickets.

Skills

UAT processes

Test plan creation

QA tools

System architectures

Databases

Scripting

Testing tools/software

Education domain knowledge

Tools

SQL

JIRA

Swagger

Postman

TOAD

Job description

Job Description

Onsite Austin Metro | Closes 05/01

USC/GC - no H1B

I. Description of Services

Texas Education Agency requires the services of 1 Product Support Analyst 2, hereafter referred to as Candidate(s), who meets the general qualifications of Product Support Analyst 2, Technical Services, Help Desk and Operations and the specifications outlined in this document for the Texas Education Agency.

User Acceptance Testing (UAT):

• Develop and execute test plans, test cases, and test scripts based on business requirements.
• Coordinate with stakeholders to review test objectives and expected outcomes.
• Identify and document bugs or issues, and track their resolution with development teams.
• Validate functionality, usability, and performance of systems against defined criteria.
• Maintain test result records and report findings to project managers.

Production (Prod) Review:

• Conduct post-deployment checks to ensure system stability and functionality in the live environment.
• Monitor and document production issues, analyzing root causes for resolution.
• Collaborate with technical teams to address system performance concerns promptly.
• Test newly implemented features or patches in the production environment.
• Provide status updates and recommend improvements to maintain high-quality system performance.

Customer Support:

• Analyze and resolve complex customer support tickets escalated to Level 3.
• Investigate and identify root causes of technical issues reported by end-users.
• Collaborate with development teams to address and resolve software defects.
• Perform advanced troubleshooting for system errors and application bugs.
• Document resolutions and provide detailed feedback to Level 1 and Level 2 support teams.
• Validate fixes and updates in test environments before applying them in production.
• Recommend process improvements based on recurring issues or patterns.
• Ensure timely communication with stakeholders on ticket status and resolution timelines.

II. Candidate Skills and Qualifications

Minimum Requirements:

Candidates that do not meet or exceed the minimum stated requirements (skills/experience) will be displayed to customers but may not be chosen for this opportunity.

• Years of experience required and preferred are specified but not clearly listed in the original text.
• Proficiency in UAT processes, test plan creation, and familiarity with QA tools.
• Experience with system architectures, databases, and scripting to facilitate effective testing.
• Exceptional working knowledge of testing tools/software (e.g., SQL, JIRA, Swagger, Postman, TOAD, etc.).
• Knowledge of industry-specific domains such as Education, Data Standards, Texas Education Requirements, TEA, etc.