Product Support Analyst

 

Position Overview 

The Product Support Analyst serves as a technical resource for T2 customers and internal teams, with primary responsibility for providing break/fix support for T2 Flex PE solutions. Support is delivered through telephone, email, remote support tools, and other electronic communications and includes both technical and operational troubleshooting. 

This role is responsible for investigating and resolving customer issues involving Flex PE software, configuration, data, communications, reporting, and related functionality. The Product Support Analyst gathers and analyzes detailed information, performs appropriate troubleshooting, identifies solutions, and determines when escalation to more senior technical resources, Engineering, or other internal teams is required. 

The Product Support Analyst manages cases within assigned support queues, verifies case priority, maintains accurate case documentation, and owns customer communication throughout the support lifecycle, including cases that have been escalated to other T2 teams. 

In addition to direct customer support, the Product Support Analyst contributes to initiatives designed to improve the customer and Support experience, including knowledge-base content, troubleshooting tools, customer and staff training materials, product documentation, and other projects that reduce customer dependency on Support and improve the effectiveness of Support delivery. 

Essential Responsibilities 

• Collects and analyzes detailed information from customers to diagnose and resolve software, configuration, data, communications, and operational issues affecting T2 Flex PE solutions. Determines the appropriate level of troubleshooting and escalates issues when necessary. 

• Investigates Flex PE application and configuration issues, including system settings, reports, automated tasks, queries, data communications, integrations, and other customizable or configurable product functionality. 

• Uses available diagnostic tools, system information, application data, logs, testing, and customer-provided details to isolate problems and determine root cause or appropriate next steps. 

• Consults with customers and internal technical teams to evaluate and recommend solutions involving software, data communications, configuration, service maintenance, and other services associated with problem resolution. 

• Creates and modifies customizable portions of T2 products, including reports, automated tasks, queries, and other supported configurations, as appropriate. 

• Provides clear verbal and written instructions to customers, including step-by-step troubleshooting, configuration, testing, and recovery procedures. 

• Maintains clear, complete, and accurate case documentation, including reported symptoms, troubleshooting performed, test results, customer communications, proposed solutions, escalations, and final resolution. 

• Creates and maintains documented solutions, knowledge-base articles, troubleshooting documentation, support tools, and other reusable content for T2 staff and customers. 

• Determines the appropriate escalation path when an issue requires additional technical expertise and ensures the receiving team has the information necessary to efficiently continue troubleshooting. 

• Monitors escalated cases and works collaboratively with Engineering and other internal teams to maintain service-level expectations, provide timely customer updates, and drive cases toward resolution. 

• Maintains assigned support queues, reviews case priority and aging, and assists with case assignment and workload management as needed. 

• Participates in Incident Management and technical triage discussions as appropriate. 

• Participates in ongoing product and technical training to develop and maintain the level of Flex PE product expertise necessary to effectively support customers. 

• Develops and maintains customer and internal training materials and may assist with training delivery related to Flex PE products, functionality, and troubleshooting. 

• Accurately and consistently records case, task, and project time in the appropriate systems. 

• Participates in departmental and cross-functional projects focused on improving product support, reducing repeat issues, increasing customer self-service, and improving the overall customer experience. 

• Creates and/or identifies tools for T2 staff and customers to assist with troubleshooting and the delivery of effective product support. 

• Participates in an on-call rotation and may occasionally be required to perform after-hours work in response to critical customer issues, including evenings, weekends, and holidays. 

Qualifications 

• Bachelor’s degree in computer science, information technology, database management, systems management, or a related field and one to three years of experience in a technical support, product support, help desk, application support, or similar professional environment; or an equivalent combination of education and relevant experience. 

• Demonstrated ability to systematically troubleshoot technical problems involving software, configuration, data, communications, and application functionality. 

• Previous customer-facing technical or product support and case/ticket management experience preferred. 

• Experience with or knowledge of Oracle-based products is a plus. 

• Experience or knowledge of the parking, mobility, or transportation industry is a plus. 

Knowledge, Skills & Abilities 

• Strong analytical and troubleshooting skills, with the ability to gather information, isolate technical issues, and determine appropriate next steps. 

• Ability to understand relationships among application functionality, configuration, databases, data communications, integrations, and related system components. 

• Strong customer-service orientation with the ability to remain professional and effective while handling urgent, sensitive, or complex customer issues. 

• Ability to communicate technical concepts and step-by-step instructions clearly to customers with varying levels of technical expertise. 

• Strong written documentation skills and attention to detail. 

• Ability to read, analyze, and interpret technical documentation and complex information. 

• Ability to recognize when additional troubleshooting is appropriate and when an issue should be escalated to a more specialized technical resource. 

• Ability to prioritize multiple cases based on severity, customer impact, SLA requirements, and business needs. 

• Ability to tactfully communicate and negotiate priorities with customers and internal stakeholders when necessary. 

• Ability to work independently while collaborating effectively with Product Support, Engineering, Product Management, and other internal teams. 

• Ability to foster a cooperative and collaborative work environment. 

• Ability to learn new products, technologies, tools, and troubleshooting procedures quickly and continuously develop product expertise. 

• Ability to apply logical and analytical thinking to a variety of technical and operational problems. 

• Ability to manage multiple responsibilities and projects while maintaining accuracy and attention to detail. 

• Ability to work effectively under deadline pressure and occasionally outside normal business hours when required.