Technical Product Support and Implementation Analyst

Primary responsibilities Own assigned customer issues from intake through resolution, including investigation, communication, escalation, testing, documentation, and follow-up. Conduct structured discovery with customers to clarify ambiguous requests, understand the underlying workflow, define the technical problem, and agree on what a successful result should accomplish. Triage software and data issues by reproducing reported behavior, reviewing application settings, examining records, reading logs and code, and identifying likely root causes. Resolve data discrepancies carefully and completely, including determining how the issue occurred and whether a broader correction or preventive change is needed. Learn to read and write code, queries, dictionaries, and support utilities in Keystone's Rocket UniVerse and MultiValue environment. Translate customer business needs into clear requirements, examples, acceptance criteria, and technical work for developers. Coordinate delivery across customers, product specialists, developers, and other technical resources, keeping the work moving and identifying decisions or blockers early. Support implementations, conversions, upgrades, annual processing, testing, and other customer projects. Test software changes and integrations using realistic business scenarios and confirm that fixes address the original issue without creating new problems. Help customers connect Keystone applications with other systems through file exchanges, APIs, imports, exports, and related integration processes. Support rollout and adoption by validating solutions in the customer's environment, explaining changes, monitoring early use, and addressing issues that emerge after deployment. Use AI-assisted tools responsibly to learn application behavior, summarize technical findings, develop test cases, improve documentation, and accelerate routine technical work while validating all output. Create and maintain useful internal documentation, troubleshooting guides, known-issue notes, and customer-facing instructions. Identify recurring issues and recommend improvements to software, processes, training, or documentation. Turn effective one-time solutions into repeatable support procedures, implementation checklists, test cases, utilities, or product recommendations.

Desired Candidate Profile

Professional experience in software support, application analysis, implementation, quality assurance, business systems, development, or a similar technical customer-facing role. Strong analytical skills and the persistence to work through incomplete information, difficult data, and issues that do not reproduce immediately. Enough coding or scripting experience to read application logic, understand data movement, and make or validate targeted technical changes. Ability to connect business processes to application behavior and explain technical issues clearly to customers and coworkers. Excellent spoken and written English, strong listening skills, and confidence working directly with customers. Demonstrated ownership, organization, attention to detail, and follow-through across issues that may require coordination among several people. Ability to work through ambiguity, make progress with incomplete information, and keep customers and internal teams aligned as the solution develops. Ability and willingness to learn mature technologies while also using newer tools and methods where they improve the work. Preferred experience Rocket UniVerse, UniData, or another MultiValue application environment. Business applications for school districts or local governments, particularly financial reporting, general ledger, purchasing, accounts payable, accounts receivable, payroll, tax billing and collection, utility billing, planning and zoning, or business licensing. Data conversion, reconciliation, imports, interfaces, report writing, or production data support. Software testing, release validation, implementation projects, or customer training. REST APIs, JSON, XML, secure file transfer, or other system-integration methods. School district, local government, or other public-sector operations.