Remote Product Support & Insight Analyst

Mannik Smith Group; United States; Remote; USD 67,000 - 89,000; Full time

Job summary

Trilon is seeking a Product Support Analyst to serve as the front line of user feedback, translating real-world issues into actionable insights for product teams. This role goes beyond traditional helpdesk, focusing on structured triage, trend analysis, and lossless communication with engineers and leadership.

You will capture qualitative and quantitative feedback, identify recurring patterns, and ensure documentation and coaching content reflect real-world usage.

Qualifications

• 3+ years of experience in product support or related role.
• Experience supporting software products in enterprise environments.
• Strong ability to diagnose and categorize issues across technical and non-technical domains.
• Excellent communication with technical and non-technical users.
• Strong organizational and documentation skills with attention to detail.
• Ability to identify patterns and trends from user feedback and support data.
• Experience with ticketing or support management systems.
• Ability to clearly communicate issues to engineering with technical context.
• Experience collaborating with product managers and engineering teams.
• Curiosity about root causes of issues.

Responsibilities

• Issue Intake and Triage: receive, diagnose, and route support requests; gather details to reproduce and resolve.
• User Feedback and Signal Capture: collect qualitative and quantitative feedback; identify friction patterns.
• Training Content Development: create training materials, guides, and walkthroughs from real user needs.
• Cross-Functional Collaboration: align with product managers and engineers; identify gaps with AI Enablement Manager.
• Documentation and Tracking: maintain structured records of issues, resolutions, and trends.
• Trend Analysis and Insight Generation: analyze data and provide summaries to leadership.
• Continuous Improvement: refine processes and ensure scalable support workflows.

Skills

3+ years experience in product support

Excellent communication skills

Strong organizational and documenting

Identify patterns from user feedback

Ticketing systems experience

Explain issues to engineering with a</

Collaborate with product managers and

Root-cause problem solving

Job description

Trilon is seeking a Product Support Analyst to serve as the front line of user feedback, translating real-world issues into actionable insights for product teams. This role goes beyond traditional helpdesk, focusing on structured triage, trend analysis, and lossless communication with engineers and leadership.

You will capture qualitative and quantitative feedback, identify recurring patterns, and ensure documentation and coaching content reflect real-world usage.