User Research Analyst Product Support Analyst

User Research Analyst / Product Support Analyst

Location: Remote (Philippines Latin America or South Africa)
Compensation:

• Philippines: $1000 to $1800 USD per month
  
• South Africa: $1400 to $2000 USD per month
  
• Latin America: $1600 to $2000 USD per month
  Industry: B2B SaaS / Technology
  Schedule: Full-time 40-50 hours per week. Flexible time zone coverage.

Our client is a fast-moving product-led technology company focused on building reliable user-centered software. The team operates fully remotely with a strong culture of ownership fast iteration and clear communication. Quality customer trust and responsiveness are core to how the product is built and supported.

Role Overview

This role sits at the intersection of product engineering and user experience. The User Research Analyst acts as the first line of defense when something breaks degrades or behaves unexpectedly. You will monitor product health engage directly with users triage issues and partner closely with engineers to ensure fast accurate resolution.

This is a highly ownership-driven role suited for someone who is customer-obsessed technically curious and calm under pressure. You become the steady heartbeat of the product when things go wrong.

Key Responsibilities

• Monitor product health in real time using tools such as Sentry LogRocket internal dashboards and product issue channels.
  
• Triage issues as they arise by reproducing bugs validating severity and clearly documenting context for engineering.
  
• Proactively reach out to customers when incidents occur to gather details diagnose problems and ensure users feel supported and informed.
  
• Own the first-response loop for errors regressions broken workflows or unexpected behavior.
  
• Collaborate closely with engineering to drive fast resolutions while maintaining product quality.
  
• Document recurring issues write clear troubleshooting steps and surface insights for product improvements.

Hard Skills

• Experience in technical customer support QA support operations or a customer-facing product role.
  
• Strong ability to debug investigate and reproduce issues from vague or incomplete user reports.
  
• Comfort working with observability error tracking or support tools.
• Nice to Have - Engineering background or knowledge (basic coding insight)
  

Soft Skills

• Excellent written and verbal communication that is clear empathetic and confident when interacting with users.
  
• High ownership mindset with a strong bias for action and follow-through.
  
• Calm structured thinking in fast-paced or ambiguous situations.
  
• Low-ego team-first approach with strong collaboration skills.

About the Candidate

You enjoy talking to users asking the right questions and connecting dots between technical signals and real-world behavior. You are trusted when things break because you communicate clearly move quickly and close loops. You thrive in remote async environments and are comfortable working across time zones.

Nice to Have

• Familiarity with tools such as Sentry LogRocket Intercom Zendesk Pylon or similar platforms.
  
• Experience supporting B2B SaaS products or automation-heavy workflows.
  
• Ability to interpret technical information and partner closely with engineers on root cause analysis.

Why This Role Matters

This role protects the user experience at its most critical moments. By responding quickly communicating clearly and partnering tightly with engineering you directly impact customer trust product stability and long-term retention. As the company grows this function is expected to scale with the potential to add more team members over time.

Required Experience:

IC