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Product Support Analyst



IT, Product, Customer Service
United States
Posted on Wednesday, June 5, 2024

About Technosylva

Technosylva (La Jolla, CA), a TA Associates portfolio company, is the industry leader in providing on-demand wildfire spread prediction and wildfire risk forecasting products and services. Technosylva focuses on selling recurring revenue based SaaS products coupled with data analytics, and implementation services for large customers. We are growing rapidly, our team of ~100 employees are based in the USA and Spain, and our customer base is extending across the US and Internationally.


As a member of the North American support team, the Product Support Analyst is tasked with being accountable for addressing, investigating, and resolving customer inquiries and technical issues at the L1/L2 level promptly and professionally. This is achieved through a structured and agreed-upon methodology, adhering to contractual service level agreements. The role also involves establishing and sustaining an effective and proactive approach to Service Management in collaboration with the customer.

The role of the Product Support Analyst entails:

  • Being accountable for the full life cycle of customer tickets - receipt to closure within SLAs and with other teams’ assistance where needed.
  • Engaging with customers in a professional, clear, and courteous manner.
  • Documenting all customer interactions related to each issue in the designated issue log.
  • Conducting initial reviews and clarifications of reported issues.
  • Requesting additional information from customers, as needed, to enhance our understanding of the issue.
  • Performing technical analysis for each reported issue.
  • Leveraging specialized product expertise to determine appropriate next steps: resolving the reported issue, advising on additional diagnostic procedures, or escalating to the relevant internal team.
  • Providing customers with immediate remedial actions to restore normal service operations.
  • Ensuring that all pertinent evidence is available to escalation engineers when issues are escalated.
  • Monitoring open issues, including escalated ones and those awaiting customer response, and adhering to SLA targets in issue resolution.
  • Working with L3 Engineers to ensure escalated tickets will be rectified quickly and within SLAs.
  • Notifying the Manager of potential SLA breaches.
  • Leading regular customer facing meetings to review ticket status where required.
  • Assisting in compiling metrics for management and customer reports.
  • Sustaining up-to-date product knowledge and staying informed about forthcoming patches and releases.
  • Upholding Technosylva’s reputation as a valued and proactive business partner to our customers.
  • Collaborating with the Technosylva team and customers to propose and implement process improvements for enhancing the overall customer experience.
  • Support senior implementation staff in testing software releases. This includes documenting defects and working with product development teams to test and finalize new functionality through formal software test plans.
  • Support senior implementation staff with ensuring new features meet business requirements and client needs.
  • Staying abreast of industry trends, concepts, practices, and potential impacts on the business.
  • Assisting in project deployments when necessary.

Job Qualifications (Education, Experience and Certification):

  • Associates degree or technical certificate and at least two years’ experience in a technical support, help desk, or customer service role.
  • Basic knowledge of computer hardware and networking technologies.
  • Experience with a bug/issue tracker system such as Jira.
  • Proficiency with MS Office suite & Google products.
  • Familiarity working with cloud-based computing environments.
  • Ability to maintain professionalism and a positive attitude under stress and customer advocate through issue resolution.
  • Deadline-driven, accountable with excellent time management ability.
  • Ability to multitask, prioritize work and manage own time to meet team goals and deadlines as well as take direction from senior analysts while working remotely.
  • Strong written & verbal communications skills and strong analytical & problem-solving skills.
  • Some after-hours/weekend support required.

Additional Preferred Qualifications & Skills

  • Experience working in wildland fire, forestry, electrical utility, emergency management or related discipline.
  • Familiarity with GIS, AGOL, and/or ArcGIS Enterprise platform management
  • Familiarity working with relational database management systems (RDMS), primarily MS SQL Server.
  • Experience testing, deploying, and supporting mobile applications in Android and iOS environments.