Product Support Analyst — Civic Tech & Public Sector

Tech Jobs for Good; New York (NY); On-site; USD 85,000 - 110,000; Full time

Benefits offered by this job

Equity

Health benefits

401(k)

Professional development stipend

Job summary

Holly is an HR platform built for city and county government. We are hiring our first dedicated Analyst, Product Support to own Holly's support function, scalable to 100+ agencies, improving playbooks, systems, and metrics while keeping support fast and personal.

You will be the first contact for jurisdictions, identify confusing areas, and translate signals into better help content, product feedback, and customer communications.

Qualifications

• 1-3 years in product, consulting, customer success, operations, or a similar role
• Familiarity with SQL, Javascript, APIs, and GitHub is a plus

Responsibilities

• Own and scale customer support (~60% of time) across jurisdictions and onboarding.
• Triage, resolve, and document issues with clear ownership.
• Collaborate with engineering to reproduce bugs and report findings.
• Develop and improve the support playbook, workflows, and knowledge base.
• Produce health reports and KPI dashboards for leadership.
• Create release notes and maintain help content.

Skills

SQL

JavaScript

APIs

GitHub

Attention to detail

Tools

Pylon

Jam

Supercut

PostHog

WorkRamp

Resend

Job description

Holly is an HR platform built for city and county government. We are hiring our first dedicated Analyst, Product Support to own Holly's support function, scalable to 100+ agencies, improving playbooks, systems, and metrics while keeping support fast and personal.

You will be the first contact for jurisdictions, identify confusing areas, and translate signals into better help content, product feedback, and customer communications.