Product Support Analyst

KatRisk

Product Support Analyst handling customer inquiries and technical issues for KatRisk. Engaging professionally across teams to ensure timely resolution and service quality.

Posted 4/26/2026full-timeRemote • New Jersey • 🇺🇸 United StatesJuniorMid-LevelWebsite

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

Take ownership of the full lifecycle of customer tickets—from receipt through closure—ensuring resolution within SLA targets and collaborating with other teams as needed.
Be the customer advocate through the ticket lifecycle.
Engage with customers professionally, clearly, and courteously to provide timely updates and support.
Request additional information from customers when necessary to fully diagnose reported problems.
Conduct technical analysis to identify root causes and determine appropriate resolutions.
Apply product expertise to decide on the best next steps: resolve the issue directly, recommend further diagnostic actions, or escalate to the appropriate internal team.
Deliver immediate remedial actions to restore normal service operations whenever possible.
Monitor all open and escalated issues, track customer responses, and ensure adherence to SLA timelines.
Partner with L3 Engineers to resolve escalated tickets efficiently and within SLA commitments.
Notify the Manager of any potential SLA breaches or risks to service quality.
Participate in customer-facing meetings as required to review ticket status and progress updates.
Compile and contribute data for management and customer metrics reports.
Maintain current knowledge of KatRisk’s products, including upcoming patches, releases, and feature enhancements.
Represent KatRisk as a proactive and valued business partner through high-quality service and collaboration.
Collaborate with internal teams and customers to identify and implement process improvements that enhance the overall customer experience.
Support senior implementation staff in testing new software releases, documenting defects, and working with product development to validate new functionality through formal test plans as needed.
Participate in project deployments as needed to support successful implementation and customer adoption.

Requirements

What you’ll need

Associates degree or technical certificate and at least two years’ experience in a technical support, help desk, or customer service role.
Basic knowledge of computer hardware and networking technologies.
Experience with a bug/issue tracker system.
Proficiency with MS Office suite & Google products.
Familiarity working with cloud-based computing environments.
Ability to maintain professionalism and a positive attitude under stress and customer advocate through issue resolution.
Deadline-driven, accountable with excellent time management ability.
Ability to multitask, prioritize work and manage own time to meet team goals and deadlines as well as take direction from senior analysts while working remotely.
Strong written & verbal communications skills and strong analytical & problem-solving skills.

Benefits

Comp & perks

🌐 Worldwide ❌ Jobs You've Hidden ⭐️ Saved Jobs ✅ Applied Jobs ✉️ Email Alerts 👤 Account KatRisk Website LinkedIn All Job Openings 11 - 50 employees Founded 2012 ☁️ SaaS 🤝 B2B 💸 Finance 💰 Private equity on 2023-12 SaaS
B2B
Finance <KatRisk> KatRisk is a provider of dynamic catastrophe risk modeling software and high-resolution hazard data for insurers, governments, and financial institutions. Their SaaS products (SpatialKat, SoloKat, Hazard Data, Perilfinder, Orchestra) deliver probabilistic, event-based models and APIs for flood, storm surge, tropical cyclone wind, severe convective storm, and wildfire (with earthquake in progress), enabling underwriting, portfolio risk management, pricing, reinsurance optimization, and rapid event response. KatRisk emphasizes climate-change-informed, customizable, high-resolution models and fast integration for data-driven risk decisioning. Product Support Analyst 🔥 2 minutes ago 🏖️ New Jersey – Remote ⏰ Full Time 🟢 Junior 🟡 Mid-level 📞 Support Engineer 🦅 H1B Visa Sponsor Cloud Apply Now Find Hiring Managers Customize resume for this job Report problem ☆ Save ☑️ Mark as applied ❌ Hide 📋 Description
Take ownership of the full lifecycle of customer tickets—from receipt through closure—ensuring resolution within SLA targets and collaborating with other teams as needed.
Be the customer advocate through the ticket lifecycle.
Engage with customers professionally, clearly, and courteously to provide timely updates and support.
Request additional information from customers when necessary to fully diagnose reported problems.
Conduct technical analysis to identify root causes and determine appropriate resolutions.
Apply product expertise to decide on the best next steps: resolve the issue directly, recommend further diagnostic actions, or escalate to the appropriate internal team.
Deliver immediate remedial actions to restore normal service operations whenever possible.
Monitor all open and escalated issues, track customer responses, and ensure adherence to SLA timelines.
Partner with L3 Engineers to resolve escalated tickets efficiently and within SLA commitments.
Notify the Manager of any potential SLA breaches or risks to service quality.
Participate in customer-facing meetings as required to review ticket status and progress updates.
Compile and contribute data for management and customer metrics reports.
Maintain current knowledge of KatRisk’s products, including upcoming patches, releases, and feature enhancements.
Represent KatRisk as a proactive and valued business partner through high-quality service and collaboration.
Collaborate with internal teams and customers to identify and implement process improvements that enhance the overall customer experience.
Support senior implementation staff in testing new software releases, documenting defects, and working with product development to validate new functionality through formal test plans as needed.
Participate in project deployments as needed to support successful implementation and customer adoption. 🎯 Requirements
Associates degree or technical certificate and at least two years’ experience in a technical support, help desk, or customer service role.
Basic knowledge of computer hardware and networking technologies.
Experience with a bug/issue tracker system.
Proficiency with MS Office suite & Google products.
Familiarity working with cloud-based computing environments.
Ability to maintain professionalism and a positive attitude under stress and customer advocate through issue resolution.
Deadline-driven, accountable with excellent time management ability.
Ability to multitask, prioritize work and manage own time to meet team goals and deadlines as well as take direction from senior analysts while working remotely.
Strong written & verbal communications skills and strong analytical & problem-solving skills. Apply Now 📊 Check your resume score for this job Improve your chances of getting an interview by checking your resume score before you apply. Check Resume Score Similar Jobs Customer Support Analyst 🔥 9 hours ago Kami 51 - 200 📚 Education ☁️ SaaS 🤖 Artificial Intelligence Website LinkedIn All Job Openings Customer Support Analyst managing inquiries and technical issues at Kami, a leading digital classroom platform. Providing problem-solving support for users of Kami and Book Creator. 🇺🇸 United States – Remote 💰 $1M Seed Round on 2019-01 ⏰ Full Time 🟡 Mid-level 🟠 Senior 📞 Support Engineer 🦅 H1B Visa Sponsor Go Technical Support Engineer II – Scores Software Team 🕒 Yesterday FICO 1001 - 5000 💸 Finance 🤖 Artificial Intelligence ☁️ SaaS Website LinkedIn All Job Openings Technical Support Engineer at FICO working with AWS Cloud, troubleshooting deployments, and collaborating with global teams. Engage in hands-on support and issue resolution in a fast-paced environment. 🇺🇸 United States – Remote 💵 $86.1k - $135.3k / year ⏰ Full Time 🟢 Junior 🟡 Mid-level 📞 Support Engineer AWS Cloud Java Python Customer Support Engineer 🕒 Yesterday Unily 201 - 500 🏢 Enterprise ☁️ SaaS ⚡ Productivity Website LinkedIn All Job Openings Customer Support Engineer providing AI-assisted troubleshooting and support for Unily clients. Handling end-to-end case management and delivering high-quality client interactions across regions. 🇺🇸 United States – Remote 💰 Private Equity Round on 2019-06 ⏰ Full Time 🟢 Junior 🟡 Mid-level 📞 Support Engineer 🚫👨‍🎓 No degree required ServiceNow Technical Support Tier 2 🕒 Yesterday Fusion Connect 501 - 1000 📡 Telecommunications 🏢 Enterprise Website LinkedIn All Job Openings Technical Support Technician providing customer service and technical support remotely. Collaborating with a tier 2 customer operations team on complex troubleshooting across multiple telecommunications services. 🇺🇸 United States – Remote ⏰ Full Time 🟡 Mid-level 🟠 Senior 📞 Support Engineer DNS SMTP TCP/IP VoIP GTM Technical Analyst 🕒 Yesterday Cotiviti 5001 - 10000 ⚕️ Healthcare Insurance 💳 Fintech 🤖 Artificial Intelligence Website LinkedIn All Job Openings GTM Technical Analyst supporting technical needs for enterprise systems like SharePoint and CRM. Managing projects, data analysis, and cross-functional collaboration in a remote setting. 🇺🇸 United States – Remote 💵 $70k - $90k / year ⏰ Full Time 🟡 Mid-level 🟠 Senior 📞 Support Engineer 🦅 H1B Visa Sponsor SQL View More Support Engineer Jobs 🌐 Worldwide Built by Lior Neu-ner. I'd love to hear your feedback — Get in touch via DM or support@remoterocketship.com Search Search Jobs by country Search jobs by city Search jobs by job title Search entry-level jobs Search junior-level jobs Search senior-level jobs Search jobs by tech stack Search jobs by contract type Search remote internships Search remote part-time jobs Remote jobs Anywhere in the World Companies Hiring Anywhere in the World Companies Hiring Sales People Anywhere in the World Companies Hiring Software Engineers Anywhere in the World Resources Advice Tips for finding remote jobs Interview questions and answers Resume examples Cover letter examples Post a job Affiliates Privacy policy Terms of service Job board SEO course AI Apply Copilot OpenClaw job finder Jobs by Country Remote jobs anywhere in the world (Worldwide remote jobs) Remote jobs United States Remote jobs Australia Remote jobs Brazil Remote jobs Canada Remote jobs France Remote jobs Ireland Remote jobs Germany Remote jobs Netherlands Remote jobs Spain Remote jobs UK Popular Jobs Remote data analyst jobs Remote customer support jobs Remote executive assistant jobs Remote marketing jobs Remote product designer jobs Remote product manager jobs Remote project manager jobs Remote recruiter jobs Remote sales jobs Remote software engineer jobs Jobs by Type Remote full-time jobs Remote part-time jobs Remote contract jobs Remote internship jobs Remote entry-level jobs Remote jobs with no experience required Remote junior jobs (1-3 years of experience) Digital nomad jobs Remote jobs with no degree required Freelance remote jobs Temporary remote jobs Remote jobs hiring now Stay at home mom jobs

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Hard Skills & Tools

technical supporthelp deskcustomer servicecomputer hardwarenetworking technologiesbug/issue tracker systemcloud-based computingtime managementanalytical skillsproblem-solving skills

Soft Skills

professionalismpositive attitudemultitaskingprioritizationaccountabilitycommunication skillscustomer advocacycollaborationadaptabilitystress management

Certifications

Associates degreetechnical certificate