Product Support Analyst

Job not on LinkedIn

November 8

🌽 Illinois – Remote

Although this job is listed in Illinois, this company may be open to hiring remote in other states.

⏰ Full Time

🟢 Junior

🟡 Mid-level

📞 Support Engineer

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Technosylva

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Artificial Intelligence • SaaS • B2B

<Technosylva> is a provider of AI-driven wildfire and extreme weather risk mitigation software that delivers real-time forecasting, predictive simulations, and incident management tools for electric utilities, fire agencies, and insurers. Their cloud-based products (Wildfire Analyst, Tactical Analyst, fiResponse) offer situational awareness, operational decision support, and risk quantification to help customers plan, operate, and respond to wildfire and severe weather events.

51 - 200 employees

Founded 1997

🤖 Artificial Intelligence

☁️ SaaS

🤝 B2B

📋 Description

• Take ownership of the full lifecycle of customer tickets—from receipt through closure—ensuring resolution within SLA targets and collaborating with other teams as needed. • Be the customer advocate through the ticket lifecycle. • Engage with customers professionally, clearly, and courteously to provide timely updates and support. • Request additional information from customers when necessary to fully diagnose reported problems. • Conduct technical analysis to identify root causes and determine appropriate resolutions. • Apply product expertise to decide on the best next steps: resolve the issue directly, recommend further diagnostic actions, or escalate to the appropriate internal team. • Deliver immediate remedial actions to restore normal service operations whenever possible. • Monitor all open and escalated issues, track customer responses, and ensure adherence to SLA timelines. • Partner with L3 Engineers to resolve escalated tickets efficiently and within SLA commitments. • Notify the Manager of any potential SLA breaches or risks to service quality. • Participate in customer-facing meetings as required to review ticket status and progress updates. • Compile and contribute data for management and customer metrics reports. • Maintain current knowledge of Technosylva’s products, including upcoming patches, releases, and feature enhancements. • Represent Technosylva as a proactive and valued business partner through high-quality service and collaboration. • Collaborate with internal teams and customers to identify and implement process improvements that enhance the overall customer experience. • Support senior implementation staff in testing new software releases, documenting defects, and working with product development to validate new functionality through formal test plans as needed. • Participate in project deployments as needed to support successful implementation and customer adoption.

🎯 Requirements

• Required 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 on a rotating support schedule.