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Product Support Analyst

Location US-TX-Austin
Job ID
2025-7328
# Positions
1
Experience (Years)
7
Category
Technical Services, Help Desk and Operations
Deadline Date
5/1/2025
Duration (Hours)
608
Duration (Months)
3
Visa Restrictions
Authorized to work in the US

Overview

Allied Consultants, Inc. is an Austin-based firm which has for 33 years been a premier provider of technical and business professionals to clients in Texas. We are currently seeking an experienced Product Support Analyst  to be a key resource on a technical services team.

 

Allied Consultants offers its family of consultants excellent rates, a local support staff, and an attractive benefits package which includes medical insurance (Allied shares a percentage of the cost), life insurance, a matching 401(k) plan and a cafeteria plan.

Candidates selected for interview will be required to undergo criminal background checks and may be required to complete a drug screen in accordance with Federal and State Law.  Offers of Employment are contingent on a successful background check

Allied Consultants is an equal opportunities employer.

Responsibilities

User Acceptance Testing (UAT):

  • Develop and execute test plans, test cases, and test scripts based on business requirements.
  • Coordinate with stakeholders to review test objectives and expected outcomes.
  • Identify and document bugs or issues and track their resolution with development teams.
  • Validate functionality, usability, and performance of systems against defined criteria.
  • Maintain test result records and report findings to project managers.

Production (Prod) Review:

  • Conduct post-deployment checks to ensure system stability and functionality in the live environment.
  • Monitor and document production issues, analyzing root causes for resolution.
  • Collaborate with technical teams to address system performance concerns promptly.
  • Test newly implemented features or patches in the production environment.
  • Provide status updates and recommend improvements to maintain high-quality system performance.

Customer Support:

  • Analyze and resolve complex customer support tickets escalated to Level 3.
  • Investigate and identify root causes of technical issues reported by end-users.
  • Collaborate with development teams to address and resolve software defects.
  • Perform advanced troubleshooting for system errors and application bugs.
  • Document resolutions and provide detailed feedback to Level 1 and Level 2 support teams.
  • Validate fixes and updates in test environments before applying them in production.
  • Recommend process improvements based on recurring issues or patterns.
  • Ensure timely communication with stakeholders on ticket status and resolution timelines.

Qualifications

Minimum Requirements:
Candidates that do not meet or exceed the minimum stated requirements (skills/experience) will be displayed to customers but may not be chosen for this opportunity.

Years

Required/Preferred

Experience

7

Required

Testing Methodologies and Tools: Proficiency in UAT processes, test plan creation, and familiarity with QA tools.

7

Required

Experience with system architectures, databases, and scripting languages to facilitate effective testing and troubles

7

Required

Exceptional working knowledge of testing tools/software’s (i.e. SQL, JIRA, Swagger, Postman, TOAD, etc.)

7

Required

Knowledge of industry-specific domains:(i.e. Education, Data Standards, Texas Education Requirements, TEA, etc.)

5

Required

Analytical Thinking: Strong problem-solving skills to identify, analyze, and resolve defects during testing/prod review

5

Required

The ability to meticulously examine test results, document findings, and ensure adherence to quality standards.

5

Required

Excellent communication skills to effectively work with cross-functional teams

5

Required

Prior experience in handling escalated support tickets or working in high-level technical support roles.

7

Preferred

Detail-oriented with a focus on quality standards.

5

Preferred

Technical knowledge of system architectures and scripting.

5

Preferred

Experience in automated testing frameworks.

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