What are the responsibilities and job description for the Product Support Analyst position at Allied Consultants, Inc.?
Overview
Allied Consultants, Inc. is an Austin-based firm which has for 33 years been a premier provider of technical and business professionals to clients in Texas. We are currently seeking an experienced Product Support Analyst to be a key resource on a technical services team.
Allied Consultants offers its family of consultants excellent rates, a local support staff, and an attractive benefits package which includes medical insurance (Allied shares a percentage of the cost), life insurance, a matching 401(k) plan and a cafeteria plan.
Candidates selected for interview will be required to undergo criminal background checks and may be required to complete a drug screen in accordance with Federal and State Law. Offers of Employment are contingent on a successful background check
Allied Consultants is an equal opportunities employer.
**Location of job: 100% Remote**
Responsibilities
User Acceptance Testing (UAT):
- Develop and execute test plans, test cases, and test scripts based on business requirements.
- Coordinate with stakeholders to review test objectives and expected outcomes.
- Identify and document bugs or issues and track their resolution with development teams.
- Validate functionality, usability, and performance of systems against defined criteria.
- Maintain test result records and report findings to project managers.
Production (Prod) Review:
- Conduct post-deployment checks to ensure system stability and functionality in the live environment.
- Monitor and document production issues, analyzing root causes for resolution.
- Collaborate with technical teams to address system performance concerns promptly.
- Test newly implemented features or patches in the production environment.
- Provide status updates and recommend improvements to maintain high-quality system performance.
Customer Support:
- Analyze and resolve complex customer support tickets escalated to Level 3.
- Investigate and identify root causes of technical issues reported by end-users.
- Collaborate with development teams to address and resolve software defects.
- Perform advanced troubleshooting for system errors and application bugs.
- Document resolutions and provide detailed feedback to Level 1 and Level 2 support teams.
- Validate fixes and updates in test environments before applying them in production.
- Recommend process improvements based on recurring issues or patterns.
- Ensure timely communication with stakeholders on ticket status and resolution timelines.
Qualifications
Minimum Requirements:
- 7 years Testing Methodologies and Tools: Proficiency in UAT processes, test plan creation, and familiarity with QA tools.
- 7 years experience with system architectures, databases, and scripting languages to facilitate effective testing and troubles
- 7 years of exceptional working knowledge of testing tools/software’s (i.e. SQL, JIRA, Swagger, Postman, TOAD, etc.)
- 7 years knowledge of industry-specific domains:(i.e. Education, Data Standards, Texas Education Requirements, TEA, etc.)
- 5 years of Analytical Thinking: Strong problem-solving skills to identify, analyze, and resolve defects during testing/prod review
- 5 years of the ability to meticulously examine test results, document findings, and ensure adherence to quality standards.
- 5 years of excellent communication skills to effectively work with cross-functional teams
- 5 years of prior experience in handling escalated support tickets or working in high-level technical support roles.
Preferred:
- 7 years of detail-oriented with a focus on quality standards.
- 5 years technical knowledge of system architectures and scripting.
- 5 years experience in automated testing frameworks.
