Remote Platform Support & Product Insight Analyst

Trilon; United States; On-site; USD 67,000 - 89,000; Full time

Job summary

Trilon is recruiting a Product Support Analyst to serve as the frontline feedback bridge between operating users and the product team in a remote setting in the United States. You will capture, structure, and translate user feedback into actionable insights that inform product improvements for engineers, PMs, and field staff.

You will manage intake and triage of support requests, diagnose issues, and ensure detailed information for reproduction and resolution.

Qualifications

• Excellent communication and feedback-capability across technical and non-technical audiences.
• Strong ability to diagnose issues, categorize root causes, and reproduce steps.
• Structured thinker with attention to detail and documentation skills.
• Experience working with product managers, engineers, and support teams to drive improvements.
• Ability to identify patterns and trends from user feedback and data.

Responsibilities

• Receive and manage support requests from engineers, project managers, and field staff.
• Diagnose issues and categorize them as bugs, user errors, training gaps, or product gaps.
• Gather sufficient detail to ensure issues can be understood, reproduced, and resolved.
• Route issues to the appropriate Product Manager, engineer, or enablement resource.

Skills

Communication

Issue Diagnosis

Documentation

Cross-functional Collaboration

Pattern Identification

Ticketing Systems

Training Content Development

Analytical Thinking

Multi-tasking

Job description

Trilon is recruiting a Product Support Analyst to serve as the frontline feedback bridge between operating users and the product team in a remote setting in the United States. You will capture, structure, and translate user feedback into actionable insights that inform product improvements for engineers, PMs, and field staff.

You will manage intake and triage of support requests, diagnose issues, and ensure detailed information for reproduction and resolution.