Product Support Analyst

Job Summary: 

The Product Support Analyst (PSA) plays a key role in ensuring the reliability and usability of internal products by investigating issues, supporting operational teams, and collaborating with engineering and product teams. This role is responsible for triaging incoming support requests and bug reports, identifying root causes of system issues, and coordinating with developers to implement and verify solutions.

Product Support Analysts operate in a fast-paced, development-focused environment supporting a growing client base with complex reporting and operational requirements. The role requires strong analytical skills, comfort working with databases and queries, and the ability to communicate effectively with both technical and non-technical stakeholders.

The PSA also acts as a liaison between operations, product, and development teams, helping translate support issues and client needs into actionable product improvements. Success in this role requires a self-driven problem solver who can prioritize competing requests, remain calm under pressure, and quickly learn new technologies and systems.

Responsibilities

·       Triage and manage an incoming queue of product support requests and bug reports.

·       Investigate and determine root causes of system issues and coordinate with engineering teams on resolutions.

·       Support operations teams by serving as a subject matter expert on LP-related workflows and system functionality.

·       Perform administrative and bulk data operations using internal tools and database queries.

·       Write and run database queries to support troubleshooting, data validation, and operational requests.

·       Collaborate with product owners and developers to communicate bugs, clarify requirements, and validate fixes.

·       Act as a liaison between operations, product, and engineering teams to ensure clear communication and prioritization of issues.

·       Identify patterns in support requests and investigate systemic issues to improve product stability and efficiency.

·       Assist with testing and verification of bug fixes and product updates.

·       Provide clear updates and documentation for stakeholders regarding issue status and resolutions.

·       Contribute feedback and insights to inform product improvements and new functionality.

Required Skills:  

·       Strong skills with Excel such as VLOOKUP, SUMIF, Pivot Tables, and Ribbon Utilization. 

·       Knowledge of Statutory Accounting for regulatory reporting and working with regulatory guidance.   

·       Knowledge of financial/investment accounting preferred. 

·       Knowledge of fixed income investments preferred. 

·       Securities or financial markets experience preferred. 

·       SQL query writing skills preferred. 

·       Knowledge of STAT and NAIC guidance preferred. 

·       Strong computer skills, including proficiency in Microsoft Office.  

·       Excellent attention to detail and strong documentation skills.  

·       Outstanding verbal and written communication skills.  

·       Strong organizational and interpersonal skills. 

·       Exceptional problem-solving abilities. 

 Education and Experience:  

·       Bachelor's/Master’s degree in finance, accounting, economics, data science, data analytics or a related field. 

·       4+ years of relevant experience. 

 What we offer: 

·       Business casual atmosphere in a flexible working environment  

·       Team-focused culture that promotes innovation and ownership  

·       Access cutting-edge investment reporting technology and expertise 

·       Defined and undefined career pathways, allowing you to grow your way  

·       Competitive medical, dental, vision, and life insurance benefits 

·       Maternity and paternity leave  

·       Personal Time Off and Volunteer Time Off to give back to the community 

·       401(k) retirement plan with company match  

·       Work from anywhere 3 weeks out of the year  

·       Work from home Fridays 

Why Join Us? This is an incredible opportunity to lead a passionate engineering team that is shaping the future of investment management technology. If you're ready to take your career to the next level and make a significant impact, apply now!