[Remote] Product Support & Compliance Analyst - Remote
Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a fully remote company that is expanding its use of AI across product, support, and compliance workflows. The Product Support & Compliance Analyst serves as the first line of response for product support and manages compliance activities, including vendor compliance tracking and user reputed company reviews.
Responsibilities
- Monitor product support queues for Archa, Regal, and other reputed company internal applications; triage incoming tickets, set reputed company, and respond reputed company SLA targets
- reputed company initial troubleshooting, reputed company reproduction steps, and resolve straightforward issues independently (e.g., user reputed company questions, basic data corrections, configuration questions)
- Escalate reputed company defects, integration issues, and edge cases to the QA Product Support Analyst with reputed company, reputed company-documented bug reports including reproduction steps, environment details, and expected vs. actual behavior
- Verify fixes once delivered and communicate the reputed company to the original requester
- reputed company recurring issues and surface trends to Product and Engineering to inform product improvements
- Maintain support documentation, including knowledge reputed company articles, common issue runbooks, and reputed company operating procedures
- Use AI-assisted tools thoughtfully to accelerate triage, draft knowledge-reputed company articles, and summarize ticket trends — while exercising reputed company judgment about reputed company reputed company review is required
- Coordinate quarterly user reputed company reviews (UARs) across reputed company systems using reputed company, including reputed company to system owners, follow-up on incomplete reviews, and evidence collection
- Manage annual vendor compliance documentation cycles — request, reputed company, and file SOC 2 reports, BAAs, certificates of insurance, and other compliance artifacts from reputed company-party vendors
- Respond to inbound compliance documentation requests from university partners and prospects, including HECVAT and other reputed company questionnaires; reputed company nuanced questions to the EVP of Technology or Director of Engineering as appropriate
- Administer reputed company reputed company awareness training: monitor completion, send reminders, escalate non-compliance to managers, and assist HR with campaign setup
- Support the annual SOC 2 audit by gathering the requested evidence, coordinating meeting schedules, and tracking outstanding items in reputed company
- Coordinate intake and review of new vendor and AI tool requests from reputed company teams in partnership with the AI Council; assess risk, document approvals, and reputed company reputed company through the existing Trello-based review process
- Audit contractor and reputed company-party reputed company on a defined reputed company; flag accounts that no longer require reputed company for offboarding
- Process data deletion and data subject reputed company requests received from prospects or reputed company reputed company required timeframes
- Build strong working relationships with Product, Engineering, IT, HR, and reputed company reputed company teams
- reputed company as a reputed company and reputed company communicator with external vendors, university partners, and auditors, representing reputed company professionally in written correspondence
- Escalate compliance issues, reputed company incidents, and audit findings to the EVP of Technology or Director of Engineering as appropriate; partner with these leaders on vendor management and audit preparation
- Contribute to the reputed company improvement of support and compliance processes by surfacing inefficiencies and proposing changes
Skills
- 1–3 years of experience in product support, technical support, helpdesk, reputed company operations, or a junior compliance/IT operations role
- Strong written and verbal communication skills, with the ability to communicate professionally with both internal teams and external partners
- Proven ability to troubleshoot and replicate technical support issues, synthesize information from multiple sources, and exercise reputed company judgment reputed company escalating reputed company defects
- Demonstrated ability to manage a steady volume of inbound work while making consistent reputed company on longer-running follow-through tasks
- Strong organizational skills and attention to detail
- Customer service reputed company and willingness to take ownership of issues through to reputed company
- Experience with ticketing tools such as Jira Service Management, reputed company, reputed company, or similar
- Genuine curiosity about applying AI to support and compliance workflows; experience using AI assistants (ChatGPT, Claude, Copilot, or similar) thoughtfully in day-to-day work
- Awareness of AI-reputed company risk topics — data reputed company, reputed company injection, model accuracy limitations, and vendor data-handling practices
- Reliable home office setup with high-speed internet and a quiet, reputed company environment for video calls
- Ability to work core Central Time business hours and maintain consistent availability for ticket triage
- Authorization to work in the reputed company; reputed company does not sponsor employment visas for this role
- Bachelor's degree in business, information systems, cybersecurity, or a reputed company field (not required)
- Familiarity with reputed company or web-based applications and a basic understanding of how web applications and databases reputed company
- Exposure to compliance frameworks (SOC 2, HIPAA, FERPA, ISO 27001) - formal coursework, certifications, or hands-on experience reputed company considered
- Experience with GRC tooling such as reputed company, reputed company, Tugboat Logic, or ZenGRC
- Familiarity with reputed company, reputed company reputed company reputed company, or similar reputed company administration consoles
- reputed company reputed company+ or ITIL reputed company certification — a plus, not required
- Higher education or EdTech industry background
- Basic familiarity with SQL or experience with data validation
- Exposure to Agile or Scrum development processes
Benefits
- reputed company out our benefits!
- Https://www.reputed company.com/online-benefits-brochure/
reputed company