INSPYR Solutions - Menlo Park, CA
posted 3 months ago
The Product Support Analyst plays a crucial role within the Developer Ecosystem Success organization, focusing on enhancing the experience of developers through effective service delivery and operations. This position requires a deep understanding of the company's products, combined with operational and analytical skills to design and manage scalable processes that support developers across various platforms, including MR, 2D, and mobile experiences. The Product Support Analyst is expected to be technically proficient and a creative problem solver, dedicated to ensuring that developers utilize the company's solutions as efficiently and effectively as possible. In this role, the analyst will build technical knowledge and expertise in the platform and developer-facing features and tools. They will manage ongoing training and change management with external vendors, providing first support triage for inbound developer inquiries. The analyst will also oversee the escalation queue, handling second and third-level triage of developer questions, troubleshooting and prioritizing technical issues, and escalating them to specialists when necessary for further debugging. Effective communication is key in this position, as the analyst will need to convey technical resolutions, workarounds, and product clarifications to internal subject matter experts (SMEs) to ensure developers receive the necessary resources. The analyst will facilitate a high-end customer experience related to support for developer-facing bugs, ensuring that all support service level agreements (SLAs) are met. Staying updated on new developer-facing products is essential, as the analyst will inform developer requirements during product launches and train vendors to maintain consistency in knowledge across teams. Additionally, the analyst will identify opportunities to optimize and automate workflows and support processes, contributing to the overall efficiency of the organization.