Note: The job is a remote job and is open to candidates in USA. 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
Company Overview