Cayuse Holdings · 1 day ago
Product Support Analyst
United States
Full-time
Remote
Senior Level, Lead/Staff
$61K/yr - $87K/yr
8+ years expCayuse Holdings is a company focused on delivering critical product-related services. The Product Support Analyst plays a key role in providing technical and functional support, analyzing product performance, and ensuring user adoption through issue resolution and training.
Finance
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
Other duties as assigned
Qualification
Required
8 years of experience with LEA/vendor-level experience working with the TSDS and its data collections
8 years of customer service
8 years of experience in training other team members
8 years of experience with high level of accuracy and attention to detail in all documentation tasks
8 years of experience with excellent communication skills to effectively work with cross-functional teams
8 years of experience with the ability to work closely with cross-functional teams
Must be able to pass a background check. May require additional background checks as required by projects and/or clients at any time during employment
Exceptional interpersonal skills with the ability to communicate in a clear, professional, and articulate manner
Analytical mindset with the ability to troubleshoot complex technical issues
Process-oriented with demonstrated experience in workflow optimization
A collaborative approach to problem-solving and innovation
Excellent organizational, analytical, and problem-solving skills with high-level attention to detail
Proven ability to multitask and prioritize in a fast past environment with changing priorities; adaptable to change and a quick learner
Must be self-motivated and able to work well independently as well as on a multi-functional team
Proficient in MS Office, Word, Outlook, PowerPoint, and Excel
Preferred
8 years of experience familiarity with documenting software issues, release notes, and technical guides
8 years of Proven experience in creating clear, concise, and comprehensive technical documentation
Benefits
Medical, Dental and Vision Insurance; Wellness Program
Flexible Spending Accounts (Healthcare, Dependent Care, Commuter)
Short-Term and Long-Term Disability options
Basic Life and AD&D Insurance (Company Provided)
Voluntary Life and AD&D options
401(k) Retirement Savings Plan with matching after one year
Paid Time Off
Company
Cayuse Holdings
Cayuse Holdings is an economic enterprise that specializes in providing sourcing and diversity solutions.
501-1000 employees
Funding
Current Stage
Late StageCompany data provided by crunchbase