> Markdown version of [/jobs/ext/558895-product-support-analyst](https://www.wearedevelopers.com/jobs/ext/558895-product-support-analyst). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Product Support Analyst - **Company:** Lumen Solutions Inc. - **Location:** Austin, TX, United States - **Experience:** Expert - **Salary:** $25,000.0 - **Contract:** Permanent contract - **Skills:** Software Documentation, Data Systems, Virtual Desktops, Software Deployment, Software Engineering - **Published:** June 15, 2026 - **Apply:** https://www2.jobdiva.com/portal/?a=yyjdnwtj1vk20likwp2a7oa2mc2scw064c948z22g23e046qehohegye8oqt3zi6&compid=0/jobs/27050574#/jobs/27050574 ## About the Role Candidates that do not meet or exceed the minimum stated requirements (skills/experience) will be displayed to customers but may not be chosen for this opportunity. Years Required/Preferred Experience 8 Required Texas Student Data System (TSDS): LEA/vendor-level experience working with the TSDS and its data collections. 8 Required Customer Service: Experience in customer service, with strong communication skills. 8 Required Collaboration: Strong ability to work closely with cross-functional teams. 8 Required Communication: Excellent communication skills to effectively work with cross-functional teams. 8 Required Attention to Detail: High level of accuracy and attention to detail in all documentation tasks. 8 Required Training and Support: Experience in training other team members. 8 Preferred Software Documentation: Familiarity with documenting software issues, release notes, and technical guides. 8 Preferred Technical Writing: Proven experience in creating clear, concise, and comprehensive technical documentation. ***Lumen and / or its clients will not provide equipment (Laptop, monitor, etc.) to the selected contractor. The contractor must have their own equipment. Access to a virtual desktop set up (software) will be provided by Lumen's client, allowing the user access to the required systems and technology.*** ## Description Research and resolve technical support tickets regarding the Texas Student Data System and associated data submissions. - Prioritize and escalate issues requiring deeper investigation or development team involvement. - Serve as potential business point of contact for support-related meetings and/or communications - Gain necessary knowledge and understanding through available resources and training User Testing - Design and execute user acceptance testing (UAT) plans to validate functionality and usability of TSDS-related features. - Document and track defects identified during testing, ensuring timely resolution through collaboration with the Product Owner and Project Management teams. - Gather and analyze feedback from end users to identify areas for improvement and enhance overall user experience. - Coordinate cross-functional efforts to ensure testing aligns with business requirements and agency standards. Technical Documentation: - Create comprehensive and clear technical documentation for end users. - Ensure all documents are accurate, up-to-date, and adhere to agency standards and accessibility requirements - Collaborate closely with the Product Owner team to gather necessary information. - Documents may include, but are not limited to, simplified promotion logic guides, known software issues, software deployment release notes, and newsletter updates. Customer Relations: - Assist the Product Owner team with outreach to customers during peak TSDS data submission timeframes. - Document software and data submission issues reported by Education Service Center (ESC) and Local Education Agency (LEA) customers. - Present outreach findings to the Product Owner team, management, and division leadership. - Maintain regular communication with customers to understand their needs and concerns. ## Related Videos - [The ABC of DX](https://www.wearedevelopers.com/videos/727-the-abc-of-dx) - [100 times more frequent deployments: How did we create a high performance team?](https://www.wearedevelopers.com/videos/1069-100-times-more-frequent-deployments-how-did-we-create-a-high-performance-team) - [Hacking C# from the inside - how to do anything in NET](https://www.wearedevelopers.com/videos/117-hacking-c-from-the-inside-how-to-do-anything-in-net) - [From Messy Queries to Scalable Systems - How Data Engineering actually works](https://www.wearedevelopers.com/videos/100203-from-messy-queries-to-scalable-systems-how-data-engineering-actually-works) - [Navigating the Corporate Jungle: Life as a Developer in a large Company](https://www.wearedevelopers.com/videos/621-navigating-the-corporate-jungle-life-as-a-developer-in-a-large-company) - [From Space to Software: Reliability Lessons 40 Years After Challenger](https://www.wearedevelopers.com/videos/100283-from-space-to-software-reliability-lessons-40-years-after-challenger) ## Related Articles - [Technical Documentation For Developers](https://www.wearedevelopers.com/magazine/128-technical-documentation-for-developers) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [7 Best Steps For Writing Good Software Technical Documentation](https://www.wearedevelopers.com/magazine/113-7-best-steps-for-writing-good-software-technical-documentation) - [System change: restart as developer?](https://www.wearedevelopers.com/magazine/39-system-change-restart-as-developer) - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated) - [Résumé-Driven Development: How IT trends affect the job market for software developers](https://www.wearedevelopers.com/magazine/59-resume-driven-development-how-it-trends-affect-the-job-market-for-software-developers)