Product Support Analyst

Information Technology Charleston, South Carolina


Product Support Analyst

Product Support Analysts work within the Product Management team to ensure the quality of development software applications to deliver on primary business objectives. They will work closely with application users to define and scope feature requests and take the steps necessary to resolve or escalate priority issues in production. They take lead on the QA process by providing feature and integration testing during all phases of the Conrex software engineering process. The ideal candidate will use a combination of product knowledge, problem solving skills, and internal resources to conduct their work. Product Support Analysts are responsible for managing issues of varying priority, and tracking these issues to resolution or escalation, while performing as an integral team member in the software development process. They will report to the Product Owner/Manager and will be based out of the Charleston, SC office.


  • Assists with identifying the root cause and conducting the initial investigation of problems.
  • Troubleshoots basic application issues to ensure the proper functioning of components.
  • Recognize critical issues and prioritize time and tasks accordingly to ensure minimal disruption to application users.
  • Proactively resolve issues, and where not possible to resolve, seek additional help from team members, or open tickets for further development.
  • Conduct QA testing to ensure development tasks are complete and released to production¬†within the software release cycle.
  • Balance priorities and time across production issue resolution and QA process/release cycle.
  • Escalate all high priority issues/roadblocks to the engineering lead in a timely manner to ensure application and data integration functionality.
  • Collaborate cross-functionally with IT, Data, Dev Ops, Operations, and Investments teams.
  • Work with product team to evaluate business requests to determine feasibility, identify options, and recommend solutions for software.
  • Reviews design specifications to understand the scope, requirements, and function of the software product.
  • Identify potential edge cases and pitfalls of new functionalities to deliver on user requirements and ensure an agile testing process.
  • Conducts testing to ensure products perform according to user requirements and within established guidelines. Identifies, logs, and recreates error codes, bugs, and defects.

Required Skills/Attributes:

  • An inherent desire to learn and grow within an agile, ever-changing work environment
  • Excellent organizational skills and attention to detail.
  • Ability to create test plans and cases from user specifications.
  • Excellent interpersonal skills with the ability to serve as a liaison with developers, project managers, and customers.
  • Strong analytical and problem-solving skills.
  • Proficient with Microsoft Office Suite or related software.

Preferred Education :

BS or BA degree preferred or equivalent work experience.

Equal Opportunity Employer