Product Support Analyst

Product Support Analyst Department: IT Employment Type: Full Time Location: Remote- USA Compensation: $67,000 - $89,000 / year Description Trilon is building a supercharged, technology-enabled future for our people and partners. 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 role. You are responsible for capturing, structuring, and translating real-world user feedback into actionable insight that improves the platform. You ensure that what engineers, project managers, and field staff experience day to day is clearly understood by the teams building and improving the tools.  You receive and triage support requests across the platform, diagnosing whether issues stem from bugs, user error, training gaps, or product design gaps. You route issues to the appropriate teams with enough clarity and context to drive resolution, while also identifying patterns that should influence product priorities.  You maintain a structured view of platform performance through issues, trends, and recurring themes. Your output is not just resolved tickets, but a continuous signal that helps Product Managers, engineers, and leadership understand how the platform is performing in real workflows.  This role requires strong communication skills, structured thinking, and curiosity about how and why issues occur. You are organized, detail-oriented, and motivated by turning user friction into product improvement. Key Responsibilities Issue Intake and Triage  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  User Feedback and Signal Capture  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  Training Content Development  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  Cross-Functional Collaboration  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  Documentation and Tracking  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  Trend Analysis and Insight Generation  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  Continuous Improvement  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, Knowledge and Expertise 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 is a plus  Experience in AEC, engineering, or project-based professional services environments is a strong advantage  About Trilon Trilon was formed with the vision of building the next Top 20 infrastructure consulting firm in North America by bringing together some of the nation’s best infrastructure consulting firms, focused on delivering practical and sustainable infrastructure solutions. Trilon is backed by Alpine Investors, a PeopleFirst Private Equity Firm. Trilon currently comprises 5,500+ staff across the US. For more information, visit www.trilon.com. Pay Transparency The base salary range for this role is indicated in the posting. This range reflects the company’s good faith estimate of the compensation for this position at the time of posting. Final compensation will be determined based on factors such as experience, skills, qualifications, internal equity, and geographic location.