{"id":2976203,"url":"https://alion.io/job/hyphen-solutions-technical-product-specialist-brix","title":"Technical Product Specialist, BRIX","company":{"id":2975256,"name":"Hyphen Solutions","domain":"hyphensolutions.com","url":"https://alion.io/company/hyphensolutions","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":null},"role":"Product","role_family":"Product","seniority":"middle","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":99000,"max_usd":194000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":803},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AWS","optional":false},{"name":"Azure","optional":false},{"name":"GCP","optional":false},{"name":"Jira","optional":false},{"name":"Rest API","optional":false},{"name":"SOAP","optional":false},{"name":"SQL","optional":false}],"status":"live","first_seen_at":"2026-10-20T00:00:00Z","employer_posted_date":"2026-10-20","last_verified_at":"2026-10-28T15:59:46Z","board_verified":true,"closed_at":null,"days_open":8,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":8},"description":"Build Your Future with Hyphen While Our Clients Build Homes with Your Support.\nWe Build a Trusted Homebuilder Network, Unifying the Construction Supply Chain.\nQUALIFICATIONS\nTo perform this job successfully, an individual must be able to perform each essential duty as described above satisfactorily. The ideal candidate is a self-starter who takes initiative, works independently, and is comfortable managing individual training and development with a high degree of autonomy. The ability to identify learning needs and opportunities, leverage available resources, and take ownership of their continued professional development.\nThe requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.\nBachelor's degree in Computer Science, Engineering, Information Systems is preferred, or equivalent practical experience required.\n3+ years working with SaaS or enterprise software in a technical customer-facing role (e.g., implementation, technical account management, or similar).\nStrong troubleshooting skills across application stacks; experience with logs, monitoring tools, and debugging methodologies.\nFamiliarity with APIs, integrations (REST/SOAP), databases (SQL/noSQL), and common cloud platforms (AWS, Azure, GCP).\nExcellent written and verbal communication skills; able to translate technical concepts for non-technical audiences.\nProven ability to manage multiple concurrent technical engagements and prioritize under pressure.\nExperience with ticketing systems (Jira, Zendesk), and customer success frameworks preferred.\nCertifications relevant to cloud platforms or product management preferred.\nESSENTIAL DUTIES AND RESPONSIBILITIES\nAct as the primary technical liaison between customers and internal teams to diagnose, triage, and resolve software issues.\nTroubleshoot incidents, reproduce issues, and coordinate fixes with engineering; manage escalations and track resolution progress.\nCreate, maintain, and deliver clear technical documentation, runbooks, and knowledge-based articles.\nGather and synthesize customer feedback and usage data to inform product roadmap and prioritize feature requests.\nPerform root-cause analysis and recommend long-term solutions to reduce repeat incidents and improve reliability.\nParticipate in release planning and validation, including regression checks and acceptance testing in staging environments, when necessary.\nMonitor product health metrics, alerting trends, and help define SLAs and operational best practices.\nAdvocate for customers internally while balancing product strategy, scalability, and security requirements.\nWork closely with and coordinate with Hyphen departments including Application Support, Implementation, Training, Sales and Accounting to ensure the timely activation of customers.\nContinuously drive Hyphen Solutions’ value propositions, product benefits, goals and objectives into current customers through customer communication.\nWrite SQL statements to research and correct data issues\nOther duties as assigned, including participation in the on-call rotation. Team members are required to participate every other weekend. 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