Associate Product Support Analyst
Phocas
The Product & Platform team is looking for an Associate Product Support Analyst to join us.
In this role, you’ll focus on escalated issues that need deeper investigation and insight. You’ll draw on your troubleshooting skills and product knowledge to identify root causes, propose solutions, and encourage best practices in how Phocas is used.
This is a fantastic step-up opportunity for someone who knows Phocas well, understands how our customers use it, and is ready to take on more technical responsibility. You’ll also gain exposure to AWS, cloud architecture, system reliability, cost-saving measures, automation, and incident management — building skills that will set you up for future growth in the Product & Platform team.
What You’ll Be Doing
· Taking ownership of complex, escalated customer issues
· Investigating problems, troubleshooting, and documenting root causes
· Working with Product and Platform teams to propose solutions
· Acting as a product expert, promoting best practices in usage and adoption
· Supporting deployments, upgrades, and configuration changes
· Maintaining and improving the support knowledge base
· Identifying opportunities to automate repetitive tasks
· Participating in incident response and communication
· Learning how Product & Platform approaches cost optimization and system reliability
Hybrid role: presence required in either our Costa Mesa, CA or Reno, NV office
What You’ll Bring
· Strong problem-solving and troubleshooting experience
· Solid knowledge of Phocas and how customers use it
· Familiarity with Windows or Linux systems and application stacks (IIS, SQL Server)
· Basic scripting skills (PowerShell, Bash, Python, or similar)
· Interest in developing knowledge of cloud platforms, automation, reliability practices, and cost optimization
The Kind of Person we are Looking
· Experienced in supporting customers and solving escalations
· Inquisitive and resourceful — you like digging deeper to find answers
· Confident in promoting best practices in how Phocas is used
· Collaborative — enjoys working with Support, Product, and Platform teams
· Keen to grow your technical skills and build toward more advanced roles in Product & Platform
Career Progression
This role is the entry point into the Product & Platform career path. From Associate Product Support Analyst, you can progress to Product Support Analyst, then into Product Support Consultant, and ultimately Product Support Lead.
Along the way, you’ll also gain skills that open doors to lateral moves into other teams such as Platform, Product, or Customer Experience — depending on where you want to grow your career at Phocas.
A bit about us to see if we’re your kind of good time
We’re a business planning and analytics company on a mission to make people feel good about data. We’ve been hard at it for 20, helping 2,300 companies turn complex business data into performance boosting results. Despite our global status of 300 world-class humans, we’ve held on to our start-up roots. The result is a workplace that’s fast, exciting and designed for fun.
We know that fun is different for everyone. So, if you want to try out innovative approaches to sales, lead a project, save the planet, or spend more time with your favourite people outside work, you’ll have our full support.
As long as you’re doing what brings you joy, the rest falls into place. Think less stress, higher performance, more energy and all-round nicer human. Your friends and family will be delighted.
Create your happy place
Benefits
- Health Care Plan (Medical, Dental & Vision)
- Retirement Plan (401k, IRA)
- Life Insurance (Basic, Voluntary & AD&D)
- Paid Time Off (Vacation, Sick & Public Holidays)
- Family Leave (Maternity, Paternity)
- Short Term & Long Term Disability
- Training & Development
- Work From Home
- Wellness Resources
Phocas is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans status or any other characteristic protected by law.
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