Trilon · North America
As a Product Support Analyst at Trilon, you will play a critical role in capturing, structuring, and translating real-world user feedback into actionable insight that improves our platform.
About the Role
This is not a traditional helpdesk role. You are responsible for diagnosing whether issues stem from bugs, user error, training gaps, or product design gaps, and routing them to the appropriate teams with enough clarity and context to drive resolution.
Responsibilities
Receive and manage support requests from engineers, project managers, and field staff
Diagnose issues and categorize them as bugs, user errors, training gaps, or product gaps
Gather sufficient detail to ensure issues can be understood, reproduced, and resolved
Rout issues to the appropriate Product Manager, engineer, or enablement resource
Capture qualitative and quantitative feedback from users across the platform
Identify recurring issues, patterns, and areas of friction
Ensure user signal is clearly communicated to the product and engineering teams
Maintain a structured record of issues, resolutions, and trends