Product Support Analyst Security Clearance

Position: Product Support Analyst with Security Clearance
Overview

JOB TITLE:

Product Support Analyst - Multiple Levels Available CAYUSE COMPANY:
Cayuse Civil Services, LLC LOCATION Austin, TX - Hybrid SALARY: $50,000.00 - $
** This position is posted for future opportunities. Please submit your application to be considered for similar upcoming roles
** The Work The Product Support Analyst will be responsible for troubleshooting and resolving product and service issues, evaluating failures and systemic problems, and reporting on the necessary steps to resolve them. The Product Support Analyst serves as a key intermediary between customers and technical teams, ensuring that product-related concerns are addressed, and solutions are implemented effectively. In addition to resolving technical issues, the Analyst will install and configure applications, hardware, and equipment while delivering expert-level guidance to customers on product features, configuration options, and implementation practices.

This position combines strong technical troubleshooting skills with customer service excellence to deliver a high-quality support experience. This position aligns with Cayuse's core values of Innovation, Excellence, Collaboration, Adaptability, and Integrity by fostering technical solutions that meet customer needs, promoting teamwork, and prioritizing quality in deliverables. Responsibilities

Key Responsibilities Problem Identification and Resolution:
* Troubleshoot, diagnose, and repair issues related to company products and services, ensuring timely and effective resolution.
* Evaluate failures, software bugs, systemic problems, and hardware malfunctions, and create detailed reports on required fixes and steps to address issues.
* Utilize site-specific information such as hardware configurations, operating systems, and user environment requirements to resolve problems accurately. Customer Communication and Guidance:
* Assist customers by providing clear guidance on product features, configuration options, and implementation best practices.
* Communicate ongoing issues, solutions, and updates both internally to technical teams and externally to customers to maintain transparency.
* Document customer interactions, including problem details, troubleshooting steps, and resolution outcomes, in the knowledge base and ticketing system. Product Installation and Configuration:
* Install applications, hardware components, parts, and equipment as needed, ensuring they are fully operational and meet performance standards.
* Provide support during product configuration and implementation processes, ensuring alignment with customer requirements. Knowledge Sharing and Reporting:
* Contribute to and utilize an internal knowledge base containing troubleshooting guides, FAQs, and solutions for common problems.
* Report on product and service problems with recommendations for process improvements or systemic changes to minimize future issues.
* Work with engineering and development teams to escalate unresolved issues and contribute to continuous product improvement. Customer Success and Support Tools:
* Support customers in making informed decisions about product selection and compatibility with their environment and user requirements.
* Ensure customers receive excellent technical support that aligns with the company's commitment to customer satisfaction and product quality.
* Other duties as assigned . Qualifications Qualifications - Here's What You Need The qualifications and skills listed below are intended to provide a general overview of the requirements for this position. However, due to the anticipated nature of the contract and the absence of a finalized task order from the client, this list should not be considered all-encompassing. Additional qualifications, certifications, skills, or experience specific to the client's requirements may be identified and requested upon award of the task order.

Candidates should demonstrate flexibility and a willingness to adapt to evolving responsibilities as outlined by the client.
* Level 1: 1-3 years of experience in the field or in a related area. Has knowledge of commonly used concepts, practices, and procedures within a particular field. Relies on instructions and pre-established guidelines to perform the functions of the job. Primary job functions do not typically require exercising independent judgment .
* Level 2: 4-7 years of experience in the field or in a related area. Familiar with standard concepts, practices, and procedures within a particular field. Relies on limited experience and judgment to plan and accomplish goals . A certain degree of creativity and latitude is required . Works under limited supervision with considerable latitude for the use of initiative and independent judgment .

* Level 3: 8 or more years of experience, relies on experience and judgment to plan and accomplish goals, independently performs a variety of complicated tasks, a wide degree of creativity and latitude is expected. Minimum

Skills:

* Exceptional…