Product Support Analyst

Job not on LinkedIn

🔥 16 hours ago

🇺🇸 United States – Remote

⏳ Contract/Temporary

🟠 Senior

🔴 Lead

📞 Support Engineer

👻 Ghost score 12%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Air InfoSec

WebsiteLinkedInAll Job Openings

1 - 10 employees

Founded 2023

💼 Consulting

🎖️ Defense

🔒 Cybersecurity

Consulting • Defense • Cybersecurity

Air InfoSec is a cybersecurity firm that secures critical IT and cloud systems and provides elite cleared cybersecurity talent. It delivers end-to-end services including infrastructure and cloud security, penetration testing and red team operations, incident response and digital forensics, threat hunting, and governance, risk & compliance consulting. Air InfoSec also offers recruiting, staffing, and talent-sourcing for cleared and certified professionals to support permanent, contract, and project-based cybersecurity needs, emphasizing disciplined, military-background teams for government and enterprise clients.

📋 Description

• Research and resolve technical support tickets related to TSDS and associated data submissions • Prioritize and escalate 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, compliant with agency standards, and accessible • Collaborate with the Product Owner team to gather information for promotion logic guides, known issue reports, release notes, and newsletter updates • Design and execute user acceptance testing (UAT) plans to validate TSDS-related feature functionality and usability • Document and track testing defects and coordinate resolution with Product Owner and Project Management teams • Gather and analyze end-user feedback to identify areas for improvement • Assist with customer outreach during peak TSDS data submission periods • Document and present issues reported by Education Service Centers (ESC) and Local Education Agencies (LEA)

🎯 Requirements

• 8 years of experience working with the Texas Student Data System (TSDS) at the LEA/vendor level • 8 years of experience in customer service • Strong communication skills • 8 years of experience collaborating with cross-functional teams • 8 years of experience using excellent communication skills to work effectively 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 • Preferred: 8 years of experience documenting software issues, release notes, and technical guides • Preferred: 8 years of experience creating clear, concise, and comprehensive technical documentation • Must be located within the United States

🏖️ Benefits

• Remote work / 100% telework within the United States • Monday through Friday schedule, 8:00 AM to 5:00 PM • State holidays excluded