Product Support Analyst

Summary

Trilon is building a supercharged, technology-enabled future for its people and partners. The Product Support Analyst plays a critical role by serving as the front line of feedback between operating company users and the product team, capturing and translating user feedback into actionable insights for product improvement.

Responsibilities

• Receive and manage support requests from engineers, project managers, and field staff
• Diagnose issues and categorize them as bugs, user errors, training gaps, or product gaps
• Gather sufficient detail to ensure issues can be understood, reproduced, and resolved
• Route issues to the appropriate Product Manager, engineer, or enablement resource
• Capture qualitative and quantitative feedback from users across the platform
• Identify recurring issues, patterns, and areas of friction
• Distinguish between one-off issues and systemic product problems
• Ensure user signal is clearly communicated to the product and engineering teams
• Develop and maintain training materials for newly released tools and features
• Create clear, practical documentation, guides, and walkthroughs based on real user needs
• Translate common issues and questions into reusable training content
• Continuously update training materials based on product changes and user feedback
• Partner with Product Managers to ensure recurring issues inform backlog prioritization
• Work with Lead Engineers to communicate bugs with clear technical context
• Collaborate with the AI Enablement Manager to identify training or onboarding gaps
• Support alignment between support insights and product improvements
• Maintain a structured record of issues, resolutions, and trends
• Track issue status, resolution timelines, and recurring themes
• Build and maintain documentation that provides visibility into platform performance
• Ensure consistency in how issues are logged, categorized, and reported
• Analyze support data to identify patterns and systemic issues
• Provide regular summaries of key insights to product and engineering leadership
• Highlight areas where product design, performance, or training needs improvement
• Contribute to a continuous feedback loop between users and builders
• Identify opportunities to improve support processes, tools, and workflows
• Help refine intake, triage, and escalation practices as the platform scales
• Contribute to building a more proactive and insight-driven support function

Skills

• 3+ years of experience in product support, technical support, or a related role
• Experience supporting software products in an enterprise or professional services environment
• Strong ability to diagnose and categorize issues across technical and non-technical domains
• Excellent communication skills, with the ability to work effectively with both technical and non-technical users
• Strong organizational and documentation skills, with attention to detail
• Ability to identify patterns and trends from user feedback and support data
• Experience working with ticketing or support management systems
• Ability to clearly communicate issues to engineering teams with sufficient technical context
• Experience collaborating with product managers and engineering teams
• Strong problem-solving skills and curiosity about root causes of issues
• Ability to manage multiple requests and prioritize effectively in a fast-paced environment
• Familiarity with AI-powered tools or enterprise platforms
• Experience in AEC, engineering, or project-based professional services environments

Qualifications

Must Haves

• 3+ years of experience in product support, technical support, or a related role
• Experience supporting software products in an enterprise or professional services environment
• Strong ability to diagnose and categorize issues across technical and non-technical domains
• Excellent communication skills, with the ability to work effectively with both technical and non-technical users
• Strong organizational and documentation skills, with attention to detail
• Ability to identify patterns and trends from user feedback and support data
• Experience working with ticketing or support management systems
• Ability to clearly communicate issues to engineering teams with sufficient technical context
• Experience collaborating with product managers and engineering teams
• Strong problem-solving skills and curiosity about root causes of issues
• Ability to manage multiple requests and prioritize effectively in a fast-paced environment

Nice to Haves

• Familiarity with AI-powered tools or enterprise platforms
• Experience in AEC, engineering, or project-based professional services environments