[Remote] Product Support Analyst

Note: The job is a remote job and is open to candidates in USA. LogicGate is the leading AI GRC platform for the Enterprise, helping governance, risk, and compliance teams limit surprises and strengthen resilience. As a Product Support Analyst, you will provide excellent support to customers by troubleshooting product-related issues and advising on best practices, while becoming an expert in the LogicGate RiskCloud platform.

Responsibilities

• Become an expert at using and troubleshooting the LogicGate RiskCloud platform
• Provide excellent support to customers by handling inquiries, troubleshooting product-related issues, and advising on product best practices
• Follow (and help develop) processes that improve our customers’ experience
• Collaborate with Customer Success to resolve customer issues to ensure customer happiness, retention, and adoption
• Partner with Engineering and Product teams as needed to troubleshoot issues, bugs, or provide customer feature request feedback

Skills

• 1+ years experience in the technology industry or a B2B SaaS startup environment preferred
• Ability to reduce a complex topic to a few simple steps and appreciate seeing customers become more successful because of your help and teaching
• You are quick to learn new technologies and are excited to share your passion for technology and software with others
• You are a skillful communicator, and recognize the opportunity for every interaction to be a positive one
• You always have the customer's needs in mind and help us find ways of making our processes more customer friendly
• You have excellent organizational skills with the ability to prioritize, manage, multi-task, and execute projects cross-functionally
• Experience with some of the key softwares utilized by LogicGate's customer-facing groups: Zendesk or equivalent ticketing system, Salesforce or equivalent CRM platform, Pendo, Tableau, or equivalent BI tool, Jira or equivalent PM tool, Slack, Google Workspace or equivalent productivity tools

Benefits

• Equity options
• Flexible health and wellness benefits
• Generous PTO
• Annual Company Holidays
• Health Days
• Summer Fridays
• Access to LinkedIn Learning
• Regular People Leader training
• Internal Mentorship Program
• Paid volunteer hours
• Company-wide charitable activities

Company Overview