Product Support Analyst

Product Support Analyst

Department: IT

Employment Type: Full Time

Location: Remote- USA

Compensation: $67,000 - $89,000 / year

Description

Trilon is building a supercharged, technology-enabled future for our people and partners. The Product Support Analyst plays a critical role in that mission by serving as the front line of feedback between operating company users and the product team. 

This is not a traditional helpdesk role. You are responsible for capturing, structuring, and translating real-world user feedback into actionable insight that improves the platform. You ensure that what engineers, project managers, and field staff experience day to day is clearly understood by the teams building and improving the tools. 

You receive and triage support requests across the platform, diagnosing whether issues stem from bugs, user error, training gaps, or product design gaps. You route issues to the appropriate teams with enough clarity and context to drive resolution, while also identifying patterns that should influence product priorities. 

You maintain a structured view of platform performance through issues, trends, and recurring themes. Your output is not just resolved tickets, but a continuous signal that helps Product Managers, engineers, and leadership understand how the platform is performing in real workflows. 

This role requires strong communication skills, structured thinking, and curiosity about how and why issues occur. You are organized, detail-oriented, and motivated by turning user friction into product improvement.

Key Responsibilities

Issue Intake and Triage 

• 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 

User Feedback and Signal Capture 

• 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 

Training Content Development 

• 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 

Cross-Functional Collaboration 

• 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 

Documentation and Tracking 

• 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 

Trend Analysis and Insight Generation 

• 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 

Continuous Improvement 

• 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, Knowledge and Expertise

• 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 is a plus 
• Experience in AEC, engineering, or project-based professional services environments is a strong advantage 

About Trilon

Trilon was formed with the vision of building the next Top 20 infrastructure consulting firm in North America by bringing together some of the nation’s best infrastructure consulting firms, focused on delivering practical and sustainable infrastructure solutions. Trilon is backed by Alpine Investors, a PeopleFirst Private Equity Firm. Trilon currently comprises 5,500+ staff across the US. For more information, visit www.trilon.com.

Pay Transparency
The base salary range for this role is indicated in the posting. This range reflects the company’s good faith estimate of the compensation for this position at the time of posting. Final compensation will be determined based on factors such as experience, skills, qualifications, internal equity, and geographic location.