Job Description As a Senior Product Analyst, you will be a frontline technical expert supporting large, complex hardware/software trials for new and existing devices. You will work directly with internal employee testers, manage incoming issues, analyze feedback, and triage technical problems related to device setup, app usage, network connectivity, and general product functionality. This role requires outstanding written communication, deep experience troubleshooting consumer hardware/software, and the ability to collaborate with Program Analysts, Trial Operations, and core product engineering teams. This is a hands on role that blends customer support, technical product analysis, and structured triage workflows. You will be critical in ensuring the success of Ring product trials and delivering high quality insights back to the business. ________________________________________ Key Responsibilities Tester Support & Communication • Serve as the primary point of contact for internal Amazon employee testers (average 500+ per trial). • Respond to tester emails, app messages, and ticket submissions with clear, concise written communication. • Diagnose first level issues such as: o Device setup failures o Beta app installation problems o Network or pairing issues o Functionality inconsistencies during feature testing • Escalate complex or unresolved issues to the Ring core product team following standardized workflows. Technical Triaging & Analysis • Act as the technical SME for hardware + software troubleshooting during product trials. • Perform structured triage to differentiate between user error, device defects, software bugs, and environment-related issues. • Validate reproduction steps and gather logging or supplemental data needed for root cause analysis. • Prepare issues for handoff to engineering teams using Jira or similar tooling (your work typically stops at handoff). • Support testers in understanding device setup and core functionality; basic device/app setup proficiency is required to perform triage. Cross Functional Collaboration • Partner closely with Program Analysts and Trial Ops teams to ensure seamless execution of each phase of the trial (Recruit → Select → Onboard → Ship → Core Test → Release). • Participate in standups, cross team syncs, and trial kickoff/closeout. • Provide insights on defect trends, tester experience, and product readiness. Trial Execution & Operational Support • Support onboarding and communication workflows as testers enter the trial. • Work within established trial procedures and contribute to process improvement. • Support up to 1,500 testers per trial, often staffed by 3 dedicated analysts. We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/. Skills and Requirements • 6+ years professional experience working with hardware + software products (consumer electronics preferred). • Strong technical troubleshooting and triage experience, ideally in a consumer device or IoT environment. • Experience supporting beta programs, product trials, QA testing, or complex technical support workflows. • Excellent written communication skills—able to explain technical steps clearly and concisely to testers. • Ability to manage high volume email/ticket workflows while maintaining accuracy and professionalism. • Familiarity with mobile app setup, device onboarding flows, and basic networking concepts. • Experience using Jira or similar issue tracking tools. • Proven ability to work cross functionally with analysts, product managers, engineering, and operations teams.