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Product Support Analyst 2
, Texas , United States | 2025-04-22 15:18:12
Summary:
Join our team as a Product Support Analyst to lead testing and support initiatives for enterprise education systems. This fully remote role focuses on executing UAT plans, troubleshooting complex issues, and validating system performance post-deployment. You'll analyze customer-reported bugs, collaborate with technical teams, and ensure seamless production operations. Proficiency in QA tools like SQL, JIRA, Postman, and familiarity with education data standards are essential. Ideal candidates bring 7+ years of experience in testing, technical support, and system analysis, with strong analytical and communication skills. This role supports the Texas Education Agency’s mission through high-quality testing and support processes.
 
This Job is 100% Remote
 
DESCRIPTION OF SERVICES

Texas Education Agency requires the services of 1 Product Support Analyst 2, hereafter referred to as Candidate(s), who meets the general qualifications of Product Support Analyst 2, Technical Services, Help Desk and Operations and the specifications outlined in this document for the Texas Education Agency.

All work products resulting from the project shall be considered "works made for hire" and are the property of the Texas Education Agency  and may include pre-selection requirements that potential Vendors (and their Candidates) submit to and satisfy criminal background checks as authorized by Texas law. Texas Education Agency will pay no fees for interviews or discussions, which occur during the process of selecting a Candidate(s).
 

User Acceptance Testing (UAT):

 

Develop and execute test plans, test cases, and test scripts based on business requirements.

Coordinate with stakeholders to review test objectives and expected outcomes.

Identify and document bugs or issues, and track their resolution with development teams.

Validate functionality, usability, and performance of systems against defined criteria.

Maintain test result records and report findings to project managers.

 

Production (Prod) Review:

 

Conduct post-deployment checks to ensure system stability and functionality in the live environment.

Monitor and document production issues, analyzing root causes for resolution.

Collaborate with technical teams to address system performance concerns promptly.

Test newly implemented features or patches in the production environment.

Provide status updates and recommend improvements to maintain high-quality system performance.

 

Customer Support:

 

Analyze and resolve complex customer support tickets escalated to Level 3.

Investigate and identify root causes of technical issues reported by end-users.

Collaborate with development teams to address and resolve software defects.

Perform advanced troubleshooting for system errors and application bugs.

Document resolutions and provide detailed feedback to Level 1 and Level 2 support teams.

Validate fixes and updates in test environments before applying them in production.

Recommend process improvements based on recurring issues or patterns.

Ensure timely communication with stakeholders on ticket status and resolution timelines.

II.  CANDIDATE SKILLS AND QUALIFICATIONS
 
Minimum Requirements:
Candidates that do not meet or exceed the minimum stated requirements (skills/experience) will be displayed to customers but may not be chosen for this opportunity.
Years Required/Preferred Experience
7 Required Testing Methodologies and Tools: Proficiency in UAT processes, test plan creation, and familiarity with QA tools.
7 Required Experience with system architectures, databases, and scripting languages to facilitate effective testing and troubles
7 Required Exceptional working knowledge of testing tools/softwares (i.e. SQL, JIRA, Swagger, Postman, TOAD, etc)
7 Required Knowledge of industry-specific domains:(i.e. Education, Data Standards, Texas Education Requirements, TEA, etc)
5 Required Analytical Thinking: Strong problem-solving skills to identify, analyze, and resolve defects during testing/prod review
5 Required The ability to meticulously examine test results, document findings, and ensure adherence to quality standards.
5 Required Excellent communication skills to effectively work with cross-functional teams
5 Required Prior experience in handling escalated support tickets or working in high-level technical support roles.
7 Preferred Detail-oriented with a focus on quality standards.
5 Preferred Technical knowledge of system architectures and scripting.
5 Preferred Experience in automated testing frameworks.
 
III.  TERMS OF SERVICE
 
Services are expected to start 05/16/2025 and are expected to complete by 08/31/2025. Total estimated hours per Candidate shall not exceed 608 hours. This service may be amended, renewed, and/or extended providing both parties agree to do so in writing.
 
IV. WORK HOURS AND LOCATION
 
Services shall be provided during normal business hours unless otherwise coordinated through the Texas Education Agency. Normal business hours are Monday through Friday from 8:00 AM to 5:00 PM, excluding State holidays when the agency is closed.

The primary work location(s) will be at 100% Remote, Work Location With-in the United States. The working position is Telework. Any and all travel, per diem, parking, and/or living expenses shall be at the Candidate's and/or Vendor's expense. Texas Education Agency will provide pre-approved, written authorization for travel for any services to be performed away from the primary work location(s). Pre-approved travel expenses are limited to the rates and comply with the rules prescribed by the State of Texas for travel by its classified employees, including any requirement for original receipts.

The Candidate(s) may be required to work outside the normal business hours on weekends, evenings and holidays, as requested. Payment for work over 40 hours will be at the hourly rate quoted and must be coordinated and pre-approved through Texas Education Agency.