Product Support Analyst

Job Title:

Product Support Analyst 3

Austin, TX

• Client requires the services of Product Support Analyst 3, hereafter referred to as Candidate(s), who meets the general qualifications of Product Support Analyst 3, Technical Services, Help Desk and Operations and the specifications outlined in this document for the Client.
• All work products resulting from the project shall be considered "works made for hire" and are the property of the Client and may include pre-selection requirements that potential Vendors (and their Candidates) submit to and satisfy criminal background checks as authorized by Texas law.

• Research and resolve technical support tickets regarding the Texas Student Data System and associated data submissions.
• Prioritize and elevate issues requiring deeper investigation or development team involvement.
• Serve as potential business point of contact for support-related meetings and/or communications.
• Gain necessary knowledge and understanding through available resources and training.

• Design and execute user acceptance testing (UAT) plans to validate functionality and usability of TSDS-related features.
• Document and track defects identified during testing, ensuring timely resolution through collaboration with the Product Owner and Project Management teams.
• Gather and analyze feedback from end users to identify areas for improvement and enhance overall user experience.
• Coordinate cross‑functional efforts to ensure testing aligns with business requirements and agency standards.

• Create comprehensive and clear technical documentation for end users.
• Ensure all documents are accurate, up‑to‑date, and adhere to agency standards and accessibility requirements.
• Collaborate closely with the Product Owner team to gather necessary information.
• Documents may include, but are not limited to, simplified promotion logic guides, known software issues, software deployment release notes, and newsletter updates.

• Assist the Product Owner team with outreach to customers during peak TSDS data submission time frames.
• Document software and data submission issues reported by Education Service Center (ESC) and Local Education Agency (LEA) customers.
• Present outreach findings to the Product Owner team, management, and division leadership.
• Maintain regular communication with customers to understand their needs and concerns.

• 8 Years Required Texas Student Data System (TSDS): LEA/vendor-level experience working with the TSDS and its data collections.
• 8 Years Required Customer Service:
  Experience in customer service, with strong communication skills.
• 8 Years Required
  
  Collaboration:
  
  Strong ability to work closely with cross‑functional teams.
• 8 Years Required Communication:
  Excellent communication skills to effectively work with cross‑functional teams.
• 8 Years Required Attention to Detail:
  High level of accuracy and attention to detail in all documentation tasks.
• 8 Years Required Training and Support:
  Experience in training other team members.
• 8 Years Preferred Software Documentation:
  Familiarity with documenting software issues, release notes, and technical guides.
• 8 Years Preferred Technical Writing:
  Proven experience in creating clear, concise, and comprehensive technical documentation.

Ampcus is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veterans or individuals with disabilities.