Product Support Analyst — AI-Driven GovTech

the enough company; United States; Remote; USD 85,000 - 110,000; Full time

Benefits offered by this job

Equity

Health benefits (platinum/gold/silver)

401(k)

Professional development stipend

In-person in NYC

Job summary

Holly is the HR platform built for city and county government. We’re hiring our first dedicated Analyst, Product Support to own Holly's support function and scale as we grow to 100+ agencies.

You’ll be the first point of contact for jurisdictions and help turn signals into better content, feedback, and communication. This hands-on role partners with product, deployment, and engineering, reports to Cherie, and includes owning support (~60%), health analytics (~20%), and product marketing

Qualifications

• 1-3 years in product, consulting, customer success, operations, or a similar role.
• Strong writing and communication skills.
• Curious, organized, and proactive in building systems.
• Interest in the public sector is a plus.

Responsibilities

• Own and scale customer support across jurisdictions (~60%).
• Document bugs with engineering and create knowledge base.
• Extend the support playbook: workflows, SLAs, escalation paths.
• Create client health analytics and KPI reports.
• Write release notes and maintain help content.
• Enablement content and customer communications.

Skills

Detail-oriented

Client-empathetic

Strong writing

Self-directed

Comfortable with fast-moving product

AI tools proficient

Public sector interest

1-3 years experience

SQL familiarity

Tools

SQL

Javascript

APIs

GitHub

Job description

Holly is the HR platform built for city and county government. We’re hiring our first dedicated Analyst, Product Support to own Holly's support function and scale as we grow to 100+ agencies.

You’ll be the first point of contact for jurisdictions and help turn signals into better content, feedback, and communication. This hands-on role partners with product, deployment, and engineering, reports to Cherie, and includes owning support (~60%), health analytics (~20%), and product marketing