Offer summary

Qualifications:

At least 2 years of experience in product support, QA, or business analysis, preferably in SaaS or digital products., Strong communication skills to translate technical issues into clear steps., Knowledge of COBRA and the Compass platform is a plus., Ability to manage multiple tasks in a fast-paced, cross-functional environment..

Key responsibilities:

Triaging and analyzing support tickets and bug reports.

Collaborating with product and engineering teams to document and escalate issues.

Maintaining support documentation and knowledge bases.

Assisting with user acceptance testing and monitoring product performance.

Job description

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

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

About the Company

Navia 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 Summary

The 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

Required profile