{"id":3813495,"url":"https://alion.io/job/medrisk-product-support-analyst-i","title":"Product Support Analyst I","company":{"id":2152188,"name":"MedRisk","domain":"medrisknet.com","url":"https://alion.io/company/medrisknet","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"ADP","truth_index":{"grade":"A","score":88,"open_postings":4,"ghost_share":0,"stale_share":0.5,"repost_share":0,"time_to_fill_p50_days":22,"computed_at":"2026-11-09T06:03:00Z"}},"role":"Support","role_family":"Support","seniority":"junior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Mandaluyong, Philippines"],"countries":["PH"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Confluence","optional":false},{"name":"Incident Management","optional":false},{"name":"Jira","optional":false},{"name":"ServiceNow","optional":false},{"name":"SQL","optional":false}],"status":"live","first_seen_at":"2026-10-19T19:29:00Z","employer_posted_date":"2026-10-19","last_verified_at":"2026-11-10T02:36:23Z","board_verified":true,"closed_at":null,"days_open":21,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":21},"description":"Job title\nProduct Support Analyst\nDepartment\nProduct Delivery\nDepartment Head\nVP, Product Management & Delivery\nReports To\nManager, Product Delivery\nFLSA Status\nExempt\nLast Reviewed\nAugust, 2026\nThe following statements are intended to describe the general nature and level of work to be performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of an incumbent.\nPosition Summary\nThe Product Support Analyst provides frontline production and application support for assigned products, triaging and troubleshooting incidents, and coordinating with Product Managers, Business Analysts, and engineering teams to drive timely resolution. This role serves as the primary point of contact for business users experiencing issues, ensuring clear communication throughout the incident lifecycle. The Product Support Analyst also maintains support documentation, tracks recurring issues, and partners with product teams to prioritize fixes that improve product stability and the overall user experience.\nPrimary Duties & Responsibilities\nIncident & Issue Management\nTriage, log, and prioritize incoming support tickets and incidents.\nDiagnose and troubleshoot application, data, and workflow issues.\nEscalate complex or unresolved issues to appropriate technical or product teams.\nTrack incidents through to resolution, ensuring timely communication with stakeholders.\nProduction Support & Monitoring\nMonitor system health, alerts, and batch or job processes for assigned products.\nIdentify and report recurring issues or emerging trends.\nSupport release deployments by validating post-release functionality.\nCoordinate with engineering teams on defect fixes and hotfixes.\nStakeholder Communication\nServe as the primary point of contact for business users reporting issues.\nProvide clear, timely updates on issue status and resolution timelines.\nPartner with Product Managers, Business Analysts, and Product Delivery Managers to communicate systemic issues affecting delivery.\nSupport user acceptance testing (UAT) and validate reported defects.\nDocumentation & Knowledge Management\nMaintain and update knowledge base articles, runbooks, and FAQs.\nDocument root cause analyses for recurring or high-impact issues.\nEnsure support processes and procedures are current and accessible.\nMetrics & Continuous Improvement\nTrack and report support metrics, including ticket volume, resolution time, and SLA compliance.\nIdentify opportunities to reduce recurring incidents through process or product improvements.\nPartner with product teams to prioritize defect fixes based on business impact.\nOther\nPerform other duties as assigned.\nQualifications\n Required:\nBachelor’s degree in Business, Information Systems, Computer Science, or a related field, or equivalent experience.\n2+ years of experience in product support, application support, technical support, or a related role.\nStrong troubleshooting and analytical skills.\nExperience with ticketing or support tools (e.g., Jira Service Management, ServiceNow, Zendesk, or similar).\nBasic SQL or data-querying skills to investigate issues.\nExcellent written and verbal communication skills.\nAbility to manage multiple priorities in a fast-paced environment.\nPreferred:\nExperience supporting agile product teams.\nFamiliarity with Jira, Confluence, or similar delivery tools.\nBasic understanding of APIs, databases, or system integrations.\n\nCompetencies (choose at least 4)\n Troubleshooting & Root Cause Analysis\n Customer Service Orientation\n Attention to Detail\n Communication & Documentation\n Prioritization & Time Management\n Technical Aptitude\n Collaboration\n Process Improvement\n Data Analysis\n Adaptability\n Incident Management\n Knowledge Management\nSuccess Metrics\nTicket resolution time and SLA compliance\nFirst-contact resolution rate\nCustomer and business user satisfaction\nReduction in recurring incidents\nKnowledge base completeness and accuracy\nEscalation rate\nWorking Conditions & Physical Requirements\nThe work environment characteristics described here is representative of those of a standard office setting. The noise level in the work environment is usually moderate.\nWhile performing the duties of this job, the employee must be able to remain in a stationary position over 50% of the work day; move about inside the office to access files or office equipment; use hands to finger, handle, or feel objects, tools, or controls to operate a computer and other office productivity machines; reach with hands and arms; must communicate and converse with co-workers; and detect/discern information accurately. Specific vision abilities required by this job include close vision and the ability to adjust focus. The employee must occasionally lift and/or move up to 10 pounds.\nEmployee Statement of Understanding\nI have read and understand the job description for my position. I am able to perform all the essential functions of this position.\nI agree to comply with the corporate compliance policy and all laws, rules, regulations and standards of conduct relating to my position. As an employee, I understand my duty to report any suspected violations of the law or the standards to my immediate supervisor.\nAs an employee, I will strive to uphold the mission and vision of the organization. All employees are required to adhere to the values in all their interactions with customers and fellow employees.\nEmployee Name\nSignature\nDate","description_format":"text","description_chars":5446,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":true},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Physiotherapy & Rehabilitation","Care Coordination & Population Health"],"lifecycle":[{"event":"open","at":"2026-11-05T15:27:32Z"}],"visa":[],"liveness":{"score":60,"band":"ok","label":"Likely open","p_open":1,"p_active":0.804,"p_room":0.75,"age_days":20,"expected_fill_days":22,"reasons":["conf:2","velocity","win:late","comp:junior"],"computed_at":"2026-11-09T06:03:00Z"},"pay":null,"html_url":"https://alion.io/job/medrisk-product-support-analyst-i","json_url":"https://alion.io/job/medrisk-product-support-analyst-i.json","meta":{"generated_at":"2026-11-10T05:10:58Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":12085,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-11T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2152188},"rest":"https://alion.io/mcp/rest/get_company?id=2152188"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fmedrisk-product-support-analyst-i"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fmedrisk-product-support-analyst-i"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fmedrisk-product-support-analyst-i"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/medrisk-product-support-analyst-i\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fmedrisk-product-support-analyst-i"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3813495}},{"tool":"search_jobs","arguments":{"company":"medrisknet.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3813495},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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