**This position is posted for future opportunities.  Please submit your application to be considered for similar upcoming roles**

The Work 

The Product Support Analyst will be responsible for troubleshooting and resolving product and service issues, evaluating failures and systemic problems, and reporting on the necessary steps to resolve them. The Product Support Analyst serves as a key intermediary between customers and technical teams, ensuring that product-related concerns are addressed, and solutions are implemented effectively. 

In addition to resolving technical issues, the Analyst will install and configure applications, hardware, and equipment while delivering expert-level guidance to customers on product features, configuration options, and implementation practices. This position combines strong technical troubleshooting skills with customer service excellence to deliver a high-quality support experience. 

This position aligns with Cayuse’s core values of Innovation, Excellence, Collaboration, Adaptability, and Integrity by fostering technical solutions that meet customer needs, promoting teamwork, and prioritizing quality in deliverables. 

Key Responsibilities 

Problem Identification and Resolution: 

• Troubleshoot, diagnose, and repair issues related to company products and services, ensuring timely and effective resolution. 
• Evaluate failures, software bugs, systemic problems, and hardware malfunctions, and create detailed reports on required fixes and steps to address issues. 
• Utilize site-specific information such as hardware configurations, operating systems, and user environment requirements to resolve problems accurately. 

Customer Communication and Guidance: 

• Assist customers by providing clear guidance on product features, configuration options, and implementation best practices. 
• Communicate ongoing issues, solutions, and updates both internally to technical teams and externally to customers to maintain transparency. 
• Document customer interactions, including problem details, troubleshooting steps, and resolution outcomes, in the knowledge base and ticketing system. 

Product Installation and Configuration: 

• Install applications, hardware components, parts, and equipment as needed, ensuring they are fully operational and meet performance standards. 
• Provide support during product configuration and implementation processes, ensuring alignment with customer requirements. 

Knowledge Sharing and Reporting: 

• Contribute to and utilize an internal knowledge base containing troubleshooting guides, FAQs, and solutions for common problems. 
• Report on product and service problems with recommendations for process improvements or systemic changes to minimize future issues. 
• Work with engineering and development teams to escalate unresolved issues and contribute to continuous product improvement. 

Customer Success and Support Tools: 

• Support customers in making informed decisions about product selection and compatibility with their environment and user requirements. 
• Ensure customers receive excellent technical support that aligns with the company's commitment to customer satisfaction and product quality. 
• Other duties as assigned. 

Qualifications – Here’s What You Need  

The qualifications and skills listed below are intended to provide a general overview of the requirements for this position. However, due to the anticipated nature of the contract and the absence of a finalized task order from the client, this list should not be considered all-encompassing. Additional qualifications, certifications, skills, or experience specific to the client’s requirements may be identified and requested upon award of the task order. Candidates should demonstrate flexibility and a willingness to adapt to evolving responsibilities as outlined by the client. 

• Level 1: 1-3 years of experience in the field or in a related area. Has knowledge of commonly used concepts, practices, and procedures within a particular field. Relies on instructions and pre-established guidelines to perform the functions of the job. Primary job functions do not typically require exercising independent judgment.   

• Level 2: 4-7 years of experience in the field or in a related area. Familiar with standard concepts, practices, and procedures within a particular field. Relies on limited experience and judgment to plan and accomplish goals.  A certain degree of creativity and latitude is required.  Works under limited supervision with considerable latitude for the use of initiative and independent judgment.   

• Level 3: 8 or more years of experience, relies on experience and judgment to plan and accomplish goals, independently performs a variety of complicated tasks, a wide degree of creativity and latitude is expected. 

Minimum Skills: 

• Exceptional interpersonal skills with the ability to communicate in a clear, professional, and articulate manner.  
• Exceptional verbal and written communication skills.   
• Excellent organizational, analytical, and problem-solving skills with high-level attention to detail.  
• Ability to analyze systems and procedures 
• Strong multitasking skills with the ability to manage multiple design streams across concurrent work effort. 
• Must be self-motivated and able to work well independently as well as on a multi-functional team.  
• Ability to handle sensitive and confidential information appropriately  

Desired Qualifications: 

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent work experience. 
• Certifications in relevant areas (e.g., ITIL, CompTIA A+, or similar). 
• Proven experience in technical support, product support, or a related field troubleshooting and resolving technical hardware and software issues. 
• Proficiency with operating systems, hardware configurations, and software installation processes in both enterprise and consumer environments. 
• Hands-on experience in diagnosing and reporting failures, bugs, and systemic problems. 
• Ability to explain technical concepts clearly and professionally to both technical and non-technical users. 

Our Commitment to you / overview of benefits  

• Medical, Dental and Vision Insurance; Wellness Program 
• Flexible Spending Accounts (Healthcare, Dependent Care, Commuter) 
• Short-Term and Long-Term Disability options 
• Basic Life and AD&D Insurance (Company Provided) 
• Voluntary Life and AD&D options 
• 401(k) Retirement Savings Plan with matching after one year 
• Paid Time Off 

Reports to: Program Manager  

Working Conditions  

• Professional office environment, with the ability to work onsite in the main office. 

• Must reside in the Austin area.  

• Must be physically and mentally able to perform duties extended periods of time. 

• Ability to use a computer and other office productivity tools with sufficient speed to meet the demands of this position.  

• Must be able to establish a productive and professional workspace. 

• Must be able to sit for long periods of time looking at computer screen. 

• May be asked to work a flexible schedule which may include holidays. 

• May be asked to travel for business or professional development purposes. 

• May be asked to work hours outside of normal business hours. 

• Travel costs, per diem, and other related expenses must be pre-approved in compliance with State of Texas travel guidelines. 

Other Duties: Please note this job description is not designed to cover or contain a comprehensive list of activities, duties or responsibilities that are required of the employee for this job.  Duties, responsibilities, and activities may change at any time with or without notice. 

Cayuse is an Equal Opportunity Employer.  All employment decisions are based on merit, qualifications, skills, and abilities. All qualified applicants will receive consideration for employment in accordance with any applicable federal, state, or local law.