Product Support Analyst - AI-Driven Gov Tech

Visible Hands; New York, Northern (NY, KY); Hybrid; USD 85,000 - 110,000; Full time

Benefits offered by this job

Health insurance

401(k)

Professional development stipend

Job summary

Holly is hiring a dedicated Analyst, Product Support to own and scale our client support function for government customers. You’ll be the first contact for jurisdictions, shaping content, product feedback, and customer communications, while collaborating with product, deployment, and engineering.

You’ll also own health analytics and product enablement, writing release notes and building learning content. NYC-based, in-person, with strong compensation and growth potential.

Qualifications

• 1-3 years in product, consulting, customer success, operations.
• Detail-oriented and process-minded; flag root causes.
• Client-empathetic; explain in plain language.
• Strong, clear writing ability.
• Comfortable with a fast-moving product and evolving scope.
• Self-directed; own and grow a function.
• Discerning user of AI tools to accelerate work.
• Interest in public sector, civic tech, or government work a plus.
• Familiarity with SQL, JavaScript, APIs, and GitHub; curiosity to learn more.

Responsibilities

• Own and scale customer support (~60%): primary contact across jurisdictions.
• Onboard clients, assist with account setup, debugging, feature discovery.
• Document and reproduce bugs with engineering; create ad-hoc reports.
• Improve support playbook, workflows, SLAs, and knowledge base.
• Lead strategic projects to improve support and product operations.
• Spot patterns in tickets to inform product and deployment roadmap.
• Leverage tools: Pylon, Jam, Supercut, PostHog, WorkRamp, Resend.

Skills

Curious

Organized

Clear writer

Client empathy

Self-directed

AI tool savvy

SQL

JavaScript

APIs

GitHub

Tools

SQL

JavaScript

APIs

GitHub

Job description

Holly is hiring a dedicated Analyst, Product Support to own and scale our client support function for government customers. You’ll be the first contact for jurisdictions, shaping content, product feedback, and customer communications, while collaborating with product, deployment, and engineering.

You’ll also own health analytics and product enablement, writing release notes and building learning content. NYC-based, in-person, with strong compensation and growth potential.