Product Support Analyst

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Job description

Title: Product Support Analyst

Location: Remote, United States

Duration: 12 months

Compensation: $35-55/hr

Work Requirements: US Citizen, GC Holders or Authorized to Work in the U.S.

The Product Support Analyst works within the Developer Ecosystem Success organization to help developers through scaled service delivery & operations. We combine deep expertise in our products with operational and analytical skills to design and manage scalable processes that support all developers across MR, 2D, and mobile experiences. As part of the DES organization, the Product Support Analysts are technically savvy, creative problem solvers who strive to ensure developers are utilizing our solutions as efficiently and as effectively as possible.

RESPONSIBILITIES

Build technical knowledge and expertise in the platform and developer facing features and tools

Manage ongoing training and change management with external vendors providing first support triage of inbound developer questions

Manage escalation queue or second and third level triage of inbound developer questions

Troubleshoot and prioritize technical developer issues, and escalate to specialists when appropriate for further troubleshooting or de- bugging

Effectively communicate technical resolutions, workarounds, and product confusions to appropriate internal SMEs to deliver resources directly to developers

Facilitate a high-end customer experience related to support for developer facing bugs and ensure all support SLAs are met

Stay abreast of new developer-facing products, inform developer requirements as part of product launches, and train all vendors to ensure consistency of knowledge across internal and external teams

Identify opportunities to optimize and automate workflows and support processes

Skills

Experience in the MR, 2D, UGC platform technologies

Experience with troubleshooting and ticket escalation

Experience translating technical concepts and solutions to non-technical audiences

Experience managing vendor relationships, specifically outsourced customer or developer support teams

Excellent written and verbal skills

Experience leading projects and implementing technical solutions

Our benefits package includes:

Comprehensive medical benefits

Competitive pay

401(k) retirement plan

and much more!

About INSPYR Solutions

Technology is our focus and quality is our commitment. As a national expert in delivering flexible technology and talent solutions, we strategically align industry and technical expertise with our clients' business objectives and cultural needs. Our solutions are tailored to each client and include a wide variety of professional services, project, and talent solutions. By always striving for excellence and focusing on the human aspect of our business, we work seamlessly with our talent and clients to match the right solutions to the right opportunities. Learn more about us at (url removed).

INSPYR Solutions provides Equal Employment Opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, INSPYR Solutions complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.

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