Remote TSDS Product Support & Documentation Analyst

Air InfoSec; Northern (KY); Hybrid; USD 70,000 - 100,000; Full time

Job summary

Air InfoSec, LLC seeks a Product Support Analyst to support the Texas Education Agency and TSDS. The role focuses on customer support, technical documentation, and planning tests to ensure system usability and accuracy.

You will interact with ESCs/LEAs and coordinate with the Product Owner team during peak data submission periods. Responsibilities include researching support tickets, producing end-user docs, and designing/execucing testing plans.

Qualifications

• 8 years of experience with the TSDS at the LEA/vendor level.
• 8 years of customer service experience with strong communication.
• 8 years collaborating with cross-functional teams.
• 8 years using excellent communication to work with cross-functional teams.
• 8 years of experience demonstrating a high level of accuracy and attention to detail in documentation tasks.
• 8 years of experience training other team members.

Responsibilities

• Research and resolve technical support tickets related to TSDS and associated data submissions.
• Prioritize and elevate issues requiring deeper investigation or development team involvement.
• Serve as a point of contact for support-related meetings and communications.
• Create comprehensive and clear technical documentation for end users.
• Ensure documentation is accurate, up to date, and compliant with agency standards and accessibility requirements.
• Collaborate with the Product Owner team to gather information for documentation, including promotion logic guides, known issue reports, release notes, and newsletter updates.
• Design and execute user acceptance testing (UAT) plans to validate the functionality and usability of TSDS-related features.
• Document and track defects identified during testing, coordinating resolution with the Product Owner and Project Management teams.
• Gather and analyze end-user feedback to identify areas for improvement.
• Assist the Product Owner team with customer outreach during peak TSDS data submission timeframes and document and present issues reported by ESC and LEA customers.

Skills

TSDS experience

Customer service

Cross-functional collaboration

Documentation

Testing (UAT)

Communication

Job description

Air InfoSec, LLC seeks a Product Support Analyst to support the Texas Education Agency and TSDS. The role focuses on customer support, technical documentation, and planning tests to ensure system usability and accuracy.

You will interact with ESCs/LEAs and coordinate with the Product Owner team during peak data submission periods. Responsibilities include researching support tickets, producing end-user docs, and designing/execucing testing plans.