Product Support Analyst, New Global Top-Level Domain Program

Location: Remote
Work Arrangement: Remote
Employment Type: Contract

About the Role

We are seeking a Product Support Analyst for our client to join the Global Domains & Strategy (GDS) Technical Services team supporting the Next Round of the New Global Top-Level Domain (gTLD) Program.

In this role, you will provide Level 2 support for business applications, systems, and processes that enable the delivery of technical services for the program. You will work closely with product managers, developers, business stakeholders, and vendors to troubleshoot issues, coordinate resolutions, document requirements, support software testing and releases, and help users effectively navigate system functionality and processes.

The ideal candidate is a strong problem solver and communicator who is comfortable working across technical and business teams, managing multiple priorities, and learning new technologies and business processes.

What You'll Do

• Serve as a Level 2 point of contact for product, system, and application support requests from internal stakeholders.

• Monitor, investigate, document, and track incidents, service requests, and support issues through resolution.

• Troubleshoot application, system, and process-related issues and collaborate with technical teams to identify root causes and implement solutions.

• Gather and document business and user requirements for system enhancements, process improvements, and defect resolution.

• Create and maintain user stories, process flows, support documentation, training materials, and knowledge-base content.

• Support backlog management by documenting issues, enhancement requests, and business needs for review and prioritization.

• Participate in software testing activities, including quality assurance (QA), user acceptance testing (UAT), regression testing, and validation of bug fixes.

• Support system implementations, upgrades, releases, and post-deployment activities.

• Provide end-user training, guidance, and support related to system functionality, processes, and best practices.

• Monitor system performance and user feedback to identify recurring issues, trends, and opportunities for improvement.

• Collaborate with product managers, developers, business stakeholders, and vendors to effectively resolve support issues and deliver enhancements.

• Maintain accurate documentation of support activities, issue resolution, testing results, requirements, and project activities.

• Assist with data validation, data cleanup, and system configuration activities as needed.

• Escalate complex technical issues to the appropriate teams while maintaining clear and timely communication with stakeholders.

• Perform other related duties and responsibilities as assigned.

Technology & Domain Knowledge

The successful candidate will ideally have familiarity with:

• Ticketing and service management platforms such as Jira, SolarWinds, or similar tools.

• Salesforce and its capabilities.

• Appian and low-code application platforms.

• The Domain Name System (DNS) ecosystem, including registrars, registries, and the role of the organization in the domain name industry.

• Creating user documentation, training materials, and knowledge-base content.

Knowledge of the DNS ecosystem, registrars, registries, and the broader domain name industry is a plus.

What You Bring

Required Knowledge, Skills, and Abilities

• Experience supporting business applications, software products, or technical systems in a technical support, product support, business analyst, customer support, systems administration, or similar role.

• Basic understanding of Agile software development methodologies and Software Development Life Cycle (SDLC) concepts.

• Strong troubleshooting, analytical, and problem-solving skills.

• Ability to clearly and accurately document requirements, support issues, workflows, processes, and testing results.

• Experience using ticketing systems, issue-tracking tools, or customer support platforms.

• Strong organizational skills and the ability to manage multiple tasks, priorities, and deadlines.

• Excellent written and verbal communication skills.

• Ability to build effective working relationships with both technical and non-technical stakeholders.

• Strong attention to detail and a commitment to delivering a high level of customer service.

• Ability and willingness to learn new technologies, business processes, and product domains.

Education & Experience

• Bachelor's degree in Business, Information Systems, Computer Science, or a related field, or an equivalent combination of education and experience.

• 3+ years of experience in technical support, business analysis, product support, systems administration, customer support, or a related field.

• Experience documenting requirements, testing software, or supporting business applications is preferred.

• Experience working in an Agile environment is preferred.

Language Requirements

• Fluency in written and spoken English is required.

• Additional language skills are valued, particularly demonstrated proficiency in languages beyond English.

Why This Role Matters

This is an opportunity to contribute to the technical delivery of the Next Round of the New gTLD Program while working at the intersection of product support, technology, business processes, and the global domain name ecosystem.

The successful candidate will play an important role in helping ensure that business applications and supporting processes operate effectively, issues are resolved efficiently, and users have the guidance and support they need to be successful.