{"id":4080451,"url":"https://alion.io/job/svitla-systems-product-technical-support-analyst","title":"Product Technical Support Analyst","company":{"id":2216,"name":"Svitla Systems","domain":"svitla.com","url":"https://alion.io/company/svitla-systems","size_band":null,"is_staffing_agency":false,"employer_type":"services","is_intermediary":false,"listed_via":null,"ats_vendor":"Career site","truth_index":{"grade":"B","score":84,"open_postings":11,"ghost_share":0,"stale_share":0.636,"repost_share":0,"time_to_fill_p50_days":43,"computed_at":"2026-11-11T05:49:22Z"}},"role":"Support","role_family":"Support","seniority":null,"employment_type":null,"work_mode":"remote","remote_scope":"unspecified","remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":[],"countries":[],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"HIPAA","optional":false},{"name":"Jira","optional":false},{"name":"ServiceNow","optional":false}],"status":"live","first_seen_at":"2026-11-11T13:22:08Z","employer_posted_date":"2026-11-11","last_verified_at":"2026-11-11T17:02:54Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"Svitla Systems Inc. is looking for a Product Technical Support Analyst for a full-time position (40 hours per week), on a short-term basis in Latin America. Our client is a biotechnology company that focuses on developing, manufacturing, and marketing novel botulinum toxin products.\nIt is investigating its lead candidate, daxibotulinumtoxinA, a topical gel formulation, as a needle-free approach for various therapeutic and aesthetic indications, such as chronic migraine, facial wrinkles, and muscle disorders. The company uses the platform to process patient payments using intelligent payment solutions.\nIt provides subscription and pay-over-time solutions that support practices for aesthetic treatment plans. The company is also advancing daxibotulinumtoxinA for injection (DAXI), an injectable formulation of botulinum toxin for treating glabellar lines, cervical dystonia, and plantar fasciitis. It employs its proprietary peptide excipient technology to advance the development of its novel neuromodulator portfolio. The company is headquartered in Nashville, the US.\nRequirements\nSenior support analyst or Salesforce admin-level experience, with strong root-cause skills and excellent writing.\nExperience in product or technical support for SaaS, loyalty, e-commerce, or digital platforms.\nStrong troubleshooting skills across web and CRM-based systems.\nExcellent written and verbal communication skills, especially in explaining technical issues to non-technical customers (a key requirement).\nSelf-directed approach and the ability to manage multiple issues at once.\nWill be a plus\nExperience with Salesforce (a strong plus).\nExperience with ServiceNow and Jira.\nExperience in healthcare or another regulated industry, with HIPAA awareness.\nResponsibilities\nBe the first line of technical troubleshooting for customer and provider issues across our client’s digital platforms: a B2C consumer loyalty platform and a B2B provider platform.\nDiagnose root causes, document issues clearly, and escalate to Product and Engineering with the right detail.\nWrite clear, professional responses to customers and providers, and handle calls when needed.\nPartner with Product, Engineering, and Customer Support to drive issues to resolution, spot recurring themes, and identify product enhancements from a UX and requirements standpoint.\nIdentify and highlight missing business rules.\nBuild and maintain support documentation and FAQs.","description_format":"text","description_chars":2435,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["DevOps & Platform Engineering","IT Outsourcing & Dedicated Teams","Custom Software 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