Product Support Analyst IV

Product Support Analyst IV

BCforward is currently seeking a highly motivated Product Support Analyst IV for a REMOTE opportunity.

Position Title: Product Support Analyst IV

Location: Remote (PST) preferred

Anticipated Start Date: ASAP

Please note this is the target date and it is subject to change. BCforward will send official notice ahead of a confirmed start date.

Expected Duration: 12 Months

Job Type: Contract - [FULL TIME (40 Hours a week)]

Pay Range: $70.73/hr-$78.48/hr

Please note that actual compensation may vary within this range due to factors such as location, experience, and job responsibilities, and does not encompass additional non-standard compensation (e.g., benefits, paid time off, per diem, etc.).

About the Role

Job Description:

The Product Support Analyst works within the Developer Ecosystem Success organization to help developers through scaled service delivery & operations. We combine deep expertise in our products with operational and analytical skills to design and manage scalable processes that support all Quest and Horizon World developers across VR, 2D, Horizon Worlds and Horizon Worlds mobile experiences. As part of the DES organization, the Product Support Analysts are technically savvy, creative problem solvers and life-long learners who strive to provide the best possible service to our developers.

Key Requirements

• No Programming Skills Required:This is not a software development position, and no programming skills are necessary.
• Technical Acumen:The ability to interface with engineers and technical teams is necessary, but no engineering expertise is needed. Engineering and development experience is more important than customer service experience.
• Desire to Learn:A strong desire to learn new things and adapt to changing situations is essential.
• Excellent Communication Skills:Excellent communication skills are critical, both internally and externally, to effectively collaborate with team members and stakeholders.
• Team Player:The ideal candidate will be a team player who enjoys working collaboratively and can build strong relationships with colleagues and external partners.

Responsibilities

• Develop and maintain deep technical knowledge of the Quest and Horizon World platform and developer-facing features and tools
• Manage ongoing training and change management with external vendors providing first support triage of inbound developer questions
• Manage escalation queue or second and third level triage of inbound developer questions
• Prioritize, investigate, and debug technical issues efficiently, escalating to specialists when necessary
• Communicate technical resolutions, workarounds, and product confusions effectively to internal SMEs and developers
• Deliver a high-end white-glove customer experience, meeting all SLAs and ensuring timely issue resolution
• Stay up to date on new developer-facing products, inform developer requirements as part of product launches, and train all vendors to ensure consistency across teams
• Evangelize technical developers support efforts across the organization, promoting best practices and sharing knowledge
• Identify opportunities to optimize and automate workflows, implementing process improvements
• Assist with KPI implementation, tracking, and reporting, utilizing data to drive decision-making
• Perform retrospectives, developing training materials to enhance the knowledge base

Skills

• Experience in software development and developer operations
• Experience investigating and debugging technical issues
• Experience in VR, 2D, user generated content platform technologies
• Experience with ticket escalation
• Experience translating technical concepts and solutions to non-technical audiences
• Experience managing vendor relationships, specifically outsourced customer or developer support teams
• Experience leading projects and implementing technical solutions
• Excellent written, verbal and communication skills
• Self-starter with strong problem-solving skills

Education/Experience

• Bachelor's degree in computer science or related field
• Work experience in tech

Typical Day in the Role

• Review and investigate technical developer support tickets using internal tools and resources
• Escalate complex issues to SMEs, providing detailed investigation reports
• Collaborate with vendor teams, addressing questions, escalations, and troubleshooting needs
• Conduct and review retrospectives on solved tickets, identifying areas for improvement
• Develop training materials to enhance the knowledge base
• Learn new tools and technologies

Minimum Years of Experience: 8+

Must-Have Skills

• Proficiency in software development
• Strong understanding of basic programming concepts
• Ability to analyze stack traces
• Experience with error analysis and code review

Nice-to-Have Skills

• Advanced proficiency in software development
• In-depth knowledge of programming concepts beyond the basics
• Expertise in analyzing complex stack traces
• Extensive experience with error analysis and code review
• VR experience

Degrees/Certifications

• Bachelor's degree in computer science or related field

Benefits:

BCforward offers all eligible employees a comprehensive benefits package including, but not limited to major medical, HSA, dental, vision, employer-provided group life, voluntary life insurance, short-term disability, long-term disability, and 401k.

Keywords: Technical Support, Developer Ecosystem, Escalation Management, Process Optimization, Vendor Collaboration, Troubleshooting, Communication Skills

About BCforward:

Founded in 1998 on the idea that industry leaders needed a professional service, and workforce management expert, to fuel the development and execution of core business and technology strategies, BCforward is a Black-owned firm providing unique solutions supporting value capture and digital product delivery needs for organizations around the world. Headquartered in Indianapolis, IN with an Offshore Development Center in Hyderabad, India, BCforward's 6,000 consultants support more than 225 clients globally.

BCforward champions the power of human potential to help companies transform, accelerate, and scale. Guided by our core values of People-Centric, Optimism, Excellence, Diversity, and Accountability, our professionals have helped our clients achieve their strategic goals for more than 25 years. Our strong culture and clear values have enabled BCforward to become a market leader and best in class place to work.

BCforward 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, or protected veteran status and will not be discriminated against based on disability.

To learn more about how BCforward collects and uses personal information as part of the recruiting process, view our Privacy Notice and CCPA Addendum. As part of the recruitment process, we may ask for you to disclose and provide us with various categories of personal information, including identifiers, professional information, commercial information, education information, and other related information. BCforward will only use this information to complete the recruitment process.

This posting is not an offer of employment. All applicants applying for positions in the United States must be legally authorized to work in the United States. The submission of intentionally false or fraudulent information in response to this posting may render the applicant ineligible for the position. Any subsequent offer of employment will be considered employment at-will regardless of the anticipated assignment duration.

Interested candidates please send resume in Word format Please reference job code 240262 when responding to this ad.

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