Product Support & Operations Analyst

onPeak

United States

On-site

USD 60,000 - 90,000

Full time

4 days ago

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Benefits offered by this job

401K matching

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Job summary

onPeak is seeking a Product Support Specialist to join our Product & Technology team in the United States. You will become the subject matter expert on our products and internal systems, triage questions and issues, and partner with Product, QA, Development, and other teams to deliver high-quality experiences.

You will develop dashboards and analytics, maintain documentation, and contribute to training and product launches.

Qualifications

1-3 years of experience in product support, business analysis, software support, QA, customer success, or related field.
Strong troubleshooting, analytical, and problem-solving skills.
Excellent written and verbal communication skills.
Experience investigating issues and documenting findings.
Ability to quickly learn complex software systems and business processes.
Strong organizational skills with exceptional attention to detail.
Ability to manage multiple priorities in a fast-paced environment.
Curiosity, initiative, and a desire to understand how systems work.
Ability to work independently while collaborating across cross-functional teams.

Responsibilities

Become a subject matter expert in onPeak’s products and internal systems.
Triage product questions, enhancement requests, and operational issues.
Investigate and reproduce reported software issues, gathering technical details before escalating to Development.
Track issue status, communicate updates, and document recurring issues.
Identify opportunities to improve products, automate manual processes, and increase operational efficiency.
Administer and support product tools (PostHog, Zammad, GA, Canny) and other platforms.
Create and maintain dashboards, reports, and analytics to measure product usage and feature adoption.
Monitor data quality and analyze trends to provide actionable insights.
Explore opportunities to leverage analytics and AI to improve products, processes, and user experiences.
Create and maintain user guides, training materials, release notes, and internal documentation.
Ensure documentation remains accurate and up to date.
Support internal training initiatives with resource development.
Assist with user acceptance testing, test planning, and validation of new features.
Document test scenarios, expected behavior, and acceptance criteria.
Support high-quality product releases.