Product Support Analyst, Product Support

We are looking for a detail-oriented and technically adept Product Support Analyst to support the administration and operations of our employee third-party benefits SaaS platform. In this role, you will be responsible for executing scheduled and ad hoc operational tasks — including enrollment window management, payroll transitions, report generation, and campaign configuration — in accordance with established SOPs. You will serve as a key point of contact for resolving tool queries, system bugs, and access management requests, working closely with business stakeholders and the third-party vendor's technical support team to ensure timely and accurate issue resolution. Additionally, you will collaborate with Business Analysts and Change Management teams to support UAT cycles and contribute to the development of technical specifications. The ideal candidate brings a blend of operational discipline, analytical thinking, and cross-functional communication skills to thrive in a dynamic, process-driven environment.
Key job responsibilities
Monitoring and Investigation of Tech Issues:
• Deliver mitigation by monitoring tech related issues related to employee benefit enrollment, eligibility changes, reports and pay deductions
• Investigate, triage, conduct root cause and mitigate issues within the framework of service level agreement.
• Continue to track open issues with tech teams till resolution through code fix and support UAT
Proactive mitigation: Monitor issue tracking dashboards on a regular cadence and proactively execute mitigation strategies to avoid future escalations from employees.
• Monitor issue tracking dashboards for any new root-cause investigations, blast radius and writing SOPs on mitigation strategies
• Collaborate with operations, SMEsand other stakeholders in prioritizing, identifying root cause and implement mitigation strategies to avoid any further escalations.
UAT, Training, support and documentation:
• Provide UAT support which includes writing test scripts, participate in UAT and update results, feedback
• Train Tier 2 and 1 teams on known issues, identified workarounds , operating procedures and best practices.
• Efficiently document and track reported tech issues which includes mitigation strategies, proactive data quality checks.
• Assist in the creation and maintenance of product support resources such as knowledge-base articles, SOPs and FAQs
• Contribute to the continuous improvement of product support processes and systems
A day in the life
As a Product Support Analyst, your day begins with reviewing the task queue for any scheduled or time-sensitive operational activities — such as opening an enrollment window, processing a payroll period transition, or generating a scheduled report. You follow established SOPs to complete these tasks accurately within the benefits administration platform.
Throughout the day, you respond to incoming queries from employees or internal stakeholders related to the benefits tool — diagnosing issues, reviewing technical documentation, and determining whether a fix can be applied directly or needs to be escalated to the third-party vendor's support team. For bugs or complex issues, you gather detailed information, connect with the relevant business stakeholders, and coordinate triaging efforts.
You may also spend part of your day working alongside Business Analysts on change requests — reviewing requirements, participating in UAT sessions, or providing technical context to support the development of tech specs. When data-related concerns arise, you dive into report outputs to validate accuracy and identify root causes. No two days are exactly alike — the role balances structured, recurring operational work with dynamic problem-solving and cross-functional collaboration.
- 2+ years of technical support experience, or experience handling customer escalations
- Experience driving projects to improve support-related processes and technical support
- Experience that includes strong analytical skills, attention to detail, and effective communication abilities, or experience in managing and troublshooting network
- Experience in written and oral communication, including the ability to communicate with all levels in the organization (technical, business, executive)
- Experience in employee benefit plan design including healthcare, workers compensation and pension schemes along with associated complexities of plan administration, associated payroll processes, country level regulatory requirements and benefits program taxability
- Experience managing confidential and sensitive employee information and adherence to strict confidentiality standards
- Experience with ticketing systems and Case management tools
- Proven ability to work in a fast-paced environment and manage multiple priorities effectively.
- Bachelor's degree in Business Administration, Information Technology, or a related field
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