Product Support Analyst

ASSYST • Austin, TX

18h • Remote

About The Position

ASSYST is seeking a skilled Product Support Analyst to support our client in Austin TX Location: Austin, TX Job Type: Contract (Corp to Corp/C2C or 1099) Position: Remote Job Title: Product Support Analyst Job Summary We are seeking an experienced Product Support Analyst to provide expert-level support for education data systems, with a strong focus on the Texas Student Data System (TSDS). This role serves as a key liaison between customers, vendors, and internal cross-functional teams to ensure accurate data submissions, issue resolution, and high-quality documentation. The ideal candidate brings deep TSDS experience, exceptional communication skills, and a strong commitment to accuracy, collaboration, and customer success.

Requirements

• 8+ years of experience working with the Texas Student Data System (TSDS), including LEA- and/or vendor-level data collections.
• 8+ years of customer service experience, demonstrating strong interpersonal and problem-solving skills.
• 8+ years of experience collaborating with cross-functional teams in a professional or technical environment.
• 8+ years of demonstrated excellence in written and verbal communication, including the ability to convey complex information clearly.
• 8+ years of experience requiring a high level of accuracy and attention to detail, particularly in documentation and data-related tasks.
• 8+ years of experience training and supporting other team members, including knowledge transfer and process guidance.

Nice To Haves

• Experience documenting software defects, enhancements, release notes, and technical or user guides.
• Proven technical writing experience, producing clear, concise, and well-structured documentation for diverse audiences.
• Familiarity with issue tracking, documentation, and collaboration tools commonly used in product support environments.

Responsibilities

• Provide advanced product and data support for the Texas Student Data System (TSDS) at the LEA and/or vendor level.
• Serve as a primary point of contact for customer inquiries, issues, and escalations, ensuring timely and accurate resolution.
• Collaborate closely with cross-functional teams including product, engineering, data, and program stakeholders to analyze issues and implement solutions.
• Analyze, validate, and troubleshoot TSDS data collections to ensure accuracy, compliance, and completeness.
• Create, maintain, and review detailed documentation related to product issues, workflows, and resolutions with a high level of accuracy and attention to detail.
• Communicate complex technical or data-related concepts clearly to both technical and non-technical audiences.
• Train and mentor team members on system functionality, data processes, and support best practices.
• Assist in continuous improvement efforts by identifying trends, recurring issues, and opportunities to enhance product support and customer experience.

What This Job Offers

• Career Level: Mid Level
• Education Level: No Education Listed