My3Tech ยท 1 week ago
Product Support Analyst
United States
Contract
Remote
Senior Level, Lead/Staff
8+ years expMy3Tech is seeking a Product Support Analyst 3 to provide technical support for the Texas Student Data System and enhance user experience through testing and documentation. The role involves researching support tickets, conducting user testing, and creating technical documentation while collaborating with cross-functional teams.
Information Technology
Hiring Manager
Ravalika S
Responsibilities
Research and resolve technical support tickets regarding the Texas Student Data System and associated data submissions
Prioritize and escalate 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 timeframes
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
Qualification
Required
Texas Student Data System (TSDS): LEA/vendor-level experience working with the TSDS and its data collections
Customer Service: Experience in customer service, with strong communication skills
Collaboration: Strong ability to work closely with cross-functional teams
Communication: Excellent communication skills to effectively work with cross-functional teams
Attention to Detail: High level of accuracy and attention to detail in all documentation tasks
Training and Support: Experience in training other team members
Preferred
Software Documentation: Familiarity with documenting software issues, release notes, and technical guides
Technical Writing: Proven experience in creating clear, concise, and comprehensive technical documentation
Company
My3Tech
My3Tech is a company which provides IT Solutions and Services (Consulting & Staffing) to both Public and Private sectors.
51-200 employees
H1B Sponsorship
My3Tech has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (23)
2024 (26)
2023 (27)
2022 (30)
2021 (33)
2020 (15)
Funding
Current Stage
Growth StageLeadership Team
Prakash Reddy Saripalli, PMP
Founder & CEO
Company data provided by crunchbase