Product Support Analyst II

• Deliver prompt, courteous, and effective support to both external users and internal employees encountering product or technical issues
• Investigate and troubleshoot software and platform-related problems reported by users via various channels (phone, email, chat, etc.)
• Proactively identify patterns in customer issues and communicate actionable insights
• Escalate unresolved or complex issues to appropriate internal teams and follow through to ensure resolution
• Maintain and improve internal and external documentation, ensuring resources are clear, accurate, and up to date
• Contribute to the creation and optimization of support workflows, processes, and tools to drive team efficiency and user satisfaction
• Collaborate cross-functionally in a fast-paced environment, demonstrating adaptability and an ability to manage competing priorities
• Participate in after-hours or weekend support as needed to meet business demands
• Perform other duties as assigned

• A bachelor's degree in computer science, information technology, engineering, or a related field
• 4+ years of experience in product application support, IT Helpdesk, or a similar customer-facing technical role
• Ability to work 8 am - 5 pm EST
• Demonstrated troubleshooting and analytical skills, with a proactive, solutions-focused mindset
• Quick learner with a strong interest in mastering new technologies and systems, including Equip’s platform
• Excellent verbal and written communication skills, with an ability to explain technical concepts to both technical and non-technical users
• Effective multitasker who can manage multiple tickets, priorities, and stakeholders in a fast-paced environment
• Working knowledge of databases, with experience using database tools to investigate data-related issues
• Experience with MDM Admin (ideally Jumpcloud), GSuite Admin, Mac Support, PC Support, SAAS support, JIRA or other ticketing systems

Experience with Postman, AWS Console Admin, Salesforce, or other enterprise platforms

• Flex PTO policy (3-5 wks/year recommended) + 11 paid company holidays
• Competitive Medical, Dental, Vision, Life, and AD&D insurance
• Equip pays for a significant percentage of benefits premiums for individuals and families
• Maven, a company paid reproductive and family care benefit for all employees
• Employee Assistance Program (EAP), a company paid resource for mental health, legal services, financial support, and more
• $50/month stipend added directly to an employee’s paycheck to cover home internet expenses
• One-time work from home stipend of up to $500