Product Support Analyst

A bit about us 

Trek is an awesome place to work, with amazing benefits for all employees. We build only products we love, provide incredible hospitality to our customers, and change the world by getting more people on bikes. When you’re on our team, you’re taken care of, encouraged to learn and grow, and given lots of opportunities to do so. Give us your best, and we’ll give it right back. Sound pretty sweet? Then come join us!
 

Job Description

We are seeking a skilled and customer-oriented Product Support Analyst to join our Technical Support team, providing tier-2 support for our web application. The ideal candidate will have a solid technical background, excellent problem-solving abilities, and a commitment to exceptional customer service.

In this role, you will be responsible for troubleshooting, diagnosing, and resolving tier-2 tickets for clients, collaborating closely with cross-functional teams, including software development, quality assurance, and product management.

Key Responsibilities:

• Provide Technical Support: Serve as the primary contact within our tier-2 team to investigate customer-submitted tickets and issues related to user accounts, order inquiries, and the escalation of bugs or critical incidents.
• Diagnose and Resolve Issues: Investigate and resolve tickets by conducting research, debugging, and engaging with customers. Ensure timely resolutions and updates are provided in our JSM ticketing system.
• Collaborate with Development Teams: Escalate complex issues to development teams and work closely with engineers to ensure accurate problem resolution.
• Document Solutions: Maintain detailed documentation of reported issues, resolutions, and troubleshooting steps to build a comprehensive knowledge base.
• Improve Customer Experience: Identify recurring issues and recommend solutions to improve customer experience.
• Test and Validate Fixes: Reproduce customer-reported bugs and verify fixes in different environments.
• Continuous Learning: Stay updated on product enhancements and new features to effectively support the web application ecosystem.

Required Qualifications:

• 2+ years of experience in application support, technical support, or a related role.
• Strong customer support & documentation skills
• Excellent communication skills with the ability to explain technical concepts to non-technical users.
• Proficiency in troubleshooting and debugging web application issues.
• Familiarity with relational databases & database languages (SQL, MySQL, T-SQL)
• Experience with software troubleshooting tools and ticketing systems like JIRA, Dynamics CRM, or similar.

Bonus Skills:

• Familiarity with command line Linux and/or Java
• Experience with APIs and web services (REST, SOAP).
• Knowledge of version control systems (Git).

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!