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Product Support Analyst Jobs (NOW HIRING)

Orion180

Product Support Analyst

Irving, TX · On-site

Join our Team as a Product Support Analyst in our Innovation & Technology department! We are seeking a Product Support Analyst to serve as the L2/L3 escalation point for our connected device ...

PureCars

Product Support Analyst

Kansas City, MO · On-site

The Product Support Analyst will report to the Senior Product Support Manager Product Support Analyst - What You'll Do: * Work on our product team, spending about half of your time triaging and ...

Modern Woodmen

Product Support Analyst

Rock Island, IL · On-site

$22/hr

Product Support Analyst Bring your analytical talent to life as a Product Support Analyst in our Actuarial Department! In this fast-paced role, you will jump right into updating certificate values ...

ORBIS Inc

Product Support Analyst

Washington, DC · On-site

... Product Support. PEO CVN provides full lifecycle acquisition support to the nation's fleet of ... Provide daily program, analytical, and acquisition management support to senior level executives.

Trilon Group

Product Support Analyst

$67K - $89K/yr

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 ...

ORBIS, Inc.

Product Support Analyst

Washington, DC · On-site

... Product Support. PEO CVN provides full lifecycle acquisition support to the nation's fleet of ... Provide daily program, analytical, and acquisition management support to senior level executives.

Lorven Technologies

Product Support Analyst

Role: Product Support Analyst Location: 100% Remote, Work Location With-in the United States Contract Role Customer Support - Research and resolve technical support tickets regarding the Texas ...

VPL, Inc

Product Support Analyst

Westerville, OH · On-site

VPL is hiring a Product Support Analyst to join our fast-growing team! This front-line role is your opportunity to shine, providing top-notch support on freight management and specialty pharmacy ...

Orion180

Product Support Analyst

Irving, TX · On-site

They are seeking a Product Support Analyst to serve as the L2/L3 escalation point for their connected device portfolio, focusing on technical issue resolution and knowledge management.

Benchling

Product Support Analyst

San Francisco, CA · On-site

$73K - $90K/yr

The Product Support Analyst plays a key role on the team supporting our customers and internal Benchling teams as they use Benchling to transform how their teams work together. To be successful in ...

VPL, Inc

Product Support Analyst

Westerville, OH · On-site

VPL is hiring a Product Support Analyst to join our fast-growing team! This front-line role is your opportunity to shine, providing top-notch support on freight management and specialty pharmacy ...

Benchling

Product Support Analyst

Boston, MA · On-site

$73K - $90K/yr

The Product Support Analyst plays a key role on the team supporting our customers and internal Benchling teams as they use Benchling to transform how their teams work together. To be successful in ...

McKesson

Sr. Product Support Analyst

Irving, TX · On-site

$28 - $30/hr

The Product Support Analyst will provide essential service to our internal and external clients regarding our web-based 340B software. Compensation * Target compensation for this role is $28.00 - $30 ...

McKesson

Sr. Product Support Analyst

Irving, TX · On-site

$28 - $30/hr

The Product Support Analyst will provide essential service to our internal and external clients regarding our web-based 340B software. Compensation * Target compensation for this role is $28.00 - $30 ...

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Product Support Analyst information

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How much do product support analyst jobs pay per hour?

As of Aug 13, 2026, the average hourly pay for product support analyst in the United States is $38.09, according to ZipRecruiter salary data. Most workers in this role earn between $28.85 and $48.80 per hour, depending on experience, location, and employer.

What are the key skills and qualifications needed to thrive as a product support analyst?

To thrive as a Product Support Analyst, you need strong analytical skills, a solid understanding of the product or technology, and typically a degree in information technology, computer science, or a related field. Familiarity with ticketing systems like Zendesk or Jira, as well as troubleshooting tools and CRM platforms, is commonly required. Excellent communication, problem-solving abilities, and patience are vital soft skills for effectively assisting customers and collaborating with internal teams. These skills ensure timely issue resolution, customer satisfaction, and overall product improvement.

Is production support a stressful job?

Product Support Analysts often work in fast-paced environments where resolving technical issues quickly is essential, which can lead to stress, especially during high-priority incidents or system outages. The role requires strong problem-solving skills, attention to detail, and the ability to manage multiple tasks under pressure, but workload and stress levels vary depending on the organization and support structure.

What is a product support analyst's salary?

The average salary for a product support analyst typically ranges from $50,000 to $75,000 annually, depending on experience, location, and industry. Entry-level roles may start around $45,000, while experienced analysts with specialized skills can earn over $80,000. Certifications in customer support or technical tools can also influence compensation.

What does a product support analyst do?

A product support analyst provides technical assistance and troubleshooting for software or hardware products, helping customers resolve issues and ensuring product functionality. They often use diagnostic tools, document problems, and communicate solutions to users, requiring strong communication skills and technical knowledge. The role may involve working with cross-functional teams and maintaining support documentation to improve product performance.

What is the difference between Product Support Analyst vs Customer Support Specialist?

AspectProduct Support AnalystCustomer Support Specialist
Required CredentialsTypically requires a technical degree or certifications in IT or related fieldsUsually requires a high school diploma or equivalent; some roles prefer customer service certifications
Work EnvironmentPrimarily technical, involving troubleshooting and analyzing product issuesCustomer-facing, focusing on resolving user inquiries and complaints
Employer & Industry UsageCommon in tech, software, and hardware companiesWidespread across retail, telecom, and service industries
Search & Comparison IntentOften compared for technical support roles in product managementCompared for customer service roles in support centers

The Product Support Analyst focuses on technical troubleshooting, analyzing product issues, and working closely with development teams. In contrast, the Customer Support Specialist handles direct customer interactions, resolving inquiries and complaints. While both roles support users, the Product Support Analyst is more technical, whereas the Customer Support Specialist emphasizes customer communication skills.

What are some common challenges faced by product support analysts, and how can they be effectively managed?

Product Support Analysts often encounter challenges such as managing high volumes of support tickets, resolving complex technical issues, and communicating effectively with both customers and internal teams. To successfully handle these challenges, analysts benefit from strong problem-solving skills, patience, and a collaborative mindset. Building product knowledge, leveraging support tools, and maintaining clear documentation also help streamline the support process and ensure timely, accurate solutions for users.
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Product Support Analyst jobs near you
Infographic showing various Product Support Analyst job openings in the United States as of August 2026, with employment types broken down into 1% As Needed, 73% Full Time, 21% Part Time, and 5% Contract. Highlights an 91% Physical, 2% Hybrid, and 7% Remote job distribution, with an average salary of $79,234 per year, or $38.1 per hour.

Product Support Analyst

Orion180

Irving, TX • On-site

Full-time

Medical, Dental, Vision, Retirement, PTO

Re-posted 9 days ago

Job description

At Orion180, we don't just stand out for what we do; we shine because of how we do it. Our mission is to deliver an exceptional insurance experience through innovative technology, unparalleled customer service, and a comprehensive suite of products. Our vision is to be the premier global provider of insurance solutions and redefine the insurance industry.
Orion180 is proud to call three vibrant cities home. Our headquarters on Florida's stunning Space Coast in Melbourne offers an exceptional quality of life, with affordable housing, excellent transportation, and close proximity to major cities like Orlando, Tampa, and Miami. Our Irving, Texas, office places us in a dynamic center of culture, business, and entertainment, keeping us closely connected to innovation and growth. Our Draper, Utah, location, nestled in the heart of the Salt Lake Valley, connects us to a rapidly growing tech ecosystem and provides access to the outdoor lifestyle and natural beauty the region is known for.
Join our Team as a Product Support Analyst in our Innovation & Technology department!
We are seeking a Product Support Analyst to serve as the L2/L3 escalation point for our connected device portfolio. This role sits within the Product team, reports directly to the Product Manager, and partners closely with Insurance CX, engineering, and the manufacturer to resolve technical issues that exceed frontline support scope.
The Product Support Analyst owns escalated technical resolution, drives root-cause analysis for recurring issues, and feeds product insights back into the backlog and firmware roadmap. This role is foundational to building Orion180's internal IoT product operations function and will be cross trained with the IoT Product Logistics Coordinator to ensure full coverage across the product portfolio.
WHAT YOU'LL DO:
Technical Escalation Resolution:
  • Receive L2/L3 escalations from Insurance CX (via OmniDesk, phone, and email) when frontline support cannot resolve policyholder issues
  • Diagnose and resolve technical issues that exceed CX scope, including device connectivity, Wi-Fi pairing, sensor sync, valve behavior, mobile app diagnostics, and firmware-related anomalies
  • Reproduce reported issues, isolate root cause, and document repro steps with logs for engineering escalation when needed
  • Manage open tickets through closure with clear policyholder communication and resolution SLAs

Field Resolution Coordination:
  • Coordinate plumber dispatch with referral partners (Cinch, Thumbtack) when remote troubleshooting cannot resolve in-home issues
  • Liaise with engineering for code-level or firmware fixes; act as the bridge between policyholder reports and the engineering backlog

Knowledge Management & Enablement:
  • Build and maintain the L2/L3 knowledge base, troubleshooting runbooks, and resolution playbooks
  • Feed updates into CX-facing playbooks so escalations are caught and resolved earlier in the support flow
  • Track recurring issue patterns and surface them to the Product Manager to inform backlog prioritization and firmware decisions

Install Conversion Support:
  • Partner with the Logistics Coordinator to execute structured outreach to the shipped-notinstalled cohort, addressing technical concerns that block installation
  • Deliver consistent customer education on install requirements (inside placement, upstream of water heater and softener)

Reporting & Product Feedback:
  • Produce operational reporting on escalation volume, resolution time, recurring issue categories, and RMA technical trends
  • Contribute to standalone sales readiness (Amazon storefront, direct web store) by supporting customer-facing technical content and FAQ buildout
  • Support operational readiness for additional IoT device launches as they come into scope

WHAT WE'RE LOOKING FOR:
Education and Work Authorization
  • Bachelor's degree in a technical or related field (or equivalent experience)
  • Must be a U.S. Citizen or lawful permanent resident

Experience
  • 2-4 years of technical support, customer support, or product support experience, ideally with hardware, IoT, or connected device products
  • Strong troubleshooting and root-cause analysis
  • Ability to navigate ticketing platforms (OmniDesk, Zendesk, ServiceNow, or similar)
  • Organizational skills and the ability to manage multiple open escalations
  • Self-starter mindset and comfortable on a fast-moving team

Preferred Skills:
  • Experience supporting IoT or smart-home products (Wi-Fi pairing, mobile app diagnostics, firmware OTA
  • Familiarity with insurance operations (policy lifecycle, claims, endorsements) or Insurtech products
  • Exposure to manufacturer or third-party vendor coordination
  • Experience contributing to knowledge bases, FAQs, or support documentation
  • Familiarity with reporting tools (Power BI, Excel) for tracking operational metrics
  • Background that includes some logistics, fulfillment, or vendor coordination to support cross coverage with the Logistics Coordinator

WHAT'S IN IT FOR YOU:
Join Our Team & Make an Impact! At Orion180, we don't just meet expectations, we exceed them. If you're ready to take your career to the next level and be part of a growing, forward-thinking company, apply today!
  • Dynamic Environment: On-site role with a fast-paced and collaborative team culture. Results-driven office where your contributions make a real impact.
  • Compensation: Competitive base pay and performance bonuses.
  • Career Growth: Mentorship, growth tracks, and professional development.
  • Benefits: Medical, dental, vision, 401k, paid holidays, PTO and more!

The office environment is fast-paced and collaborative. An employee must be willing and able to work their regularly assigned work schedule onsite, and in times of need, be able to work an extended schedule depending on company or departmental needs, project requirements, or customer demands.
While performing general duties for this position, the employee is regularly required to sit, stand, and/or walk around (including the use of stairs). Other demands include the ability to openly communicate with others by talking, listening, comprehending, and reading; being able to lift light objects (<25 lbs); and using standard office equipment such as computers, printers, and phones. In addition, there is an occasional need to bend, twist, or squat down to open/close cabinets and reach for files or other standard office-type objects.
Orion180 is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.
Reasonable accommodations are available for qualified individuals with disabilities during the application process. Applicants who need accommodations may email hr@orion180.com to request assistance.

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