Product Support Analyst - Compass

This position pays $55,000-$75,000

This position can be remote or hybrid depending on your current location

About the CompanyNavia is a national, consumer-directed benefits provider serving 10,000 employers across all 50 states. The company provides comprehensive health, finance, lifestyle, and compliance solutions to employers and consumers. We take pride in offering industry-leading customer service, communications, and technology.

Founded in 1989, Navia began as Flex-Plan Services, and over the years has grown into one of the nation’s premier benefit providers. Navia offers FSA, HSA, HRA, Commuter, Lifestyle, 401K, Benefit Administration, Education, COBRA, and much more.

Position SummaryThe Product Support Analyst serves as a critical link between our users, support teams, and product development team. In this role, you will help investigate and resolve issues, surface product feedback, and prioritize work to ensure our products deliver an exceptional user experience. You'll work closely with product owners, designers, developers, and support teams to identify bugs, clarify product behavior, and contribute to continuous improvement.

Essential Functions

• Triage and analyze product-related support tickets and bug reports
• Reproduce issues and work with the engineering team to document and escalate bugs
• Prioritize support tickets based on the impact of the identified issue
• Maintain knowledge bases, support documentation, and FAQs to improve self-service tools
• Identify patterns and trends in user-reported issues to recommend improvements to product and processes
• Collaborate with Product and QA teams to ensure bug fixes and feature updates are verified and communicated
• Assist with user acceptance testing (UAT) for new releases
• Monitor key product metrics and help ensure uptime, performance, and usability standards are met
• Support internal teams (e.g., Customer Service, Sales, Operations) by clarifying how the product works and assisting with troubleshooting
• Gather and organize customer feedback to help inform roadmap decisions
  
  

Requirements

• 2 years of experience in a product support, QA, or business analyst role, preferably in a SaaS or digital product environment
• Strong knowledge of COBRA and our Compass platform a plus
• Excellent communication skills with the ability to translate technical issues into clear, actionable steps
• Comfortable working in a fast-paced, cross-functional environment
• Eagerness to learn product development processes and user support best practices
• Ability to stay organized and manage multiple tasks or requests at once
• Strong problem-solving and analytical skills with a detail-oriented mindset
• Comfortable working cross-functionally with technical and non-technical teams
• Familiarity with ticketing tools (e.g., Zendesk, Jira, ServiceNow) and bug tracking systems
• Experience writing or updating support documentation and knowledge articles
• Basic Excel or spreadsheet skills for organizing feedback or analyzing data
• Basic understanding of web or mobile technologies and user experience principles
• Bonus: experience with SQL or similar for light data analysis
  
  

Please visit our career page and apply directly: www.naviabenefits.com/workatnavia

Not all positions allow for remote work, but those that do will only be available in the following states: AZ, CA ,CO, FL, GA, IL, IN, KS, MI, MN, MO, MT, NC, ND, NE, NJ, NV, NY, OH, OR, PA, TN, TX, UT, AND WA

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