Product Support Specialist

Responsibilities As the Product Support & Training Specialist at DAPI, you own the post‑release product lifecycle so that NYBCe users across all divisions can effectively adopt, use, and get value from DAPI’s software, analytics, and AI‑powered products. Reporting to the Director, Product Delivery Management, you will build and deliver training programs, manage the product support intake process, produce user documentation, and serve as the primary bridge between end users and the DAPI product teams. This role sits at a critical boundary: you are the voice of the user back into the product organization. Support patterns and training gaps you identify are not just resolved in isolation—they feed directly into the product backlog as evidence of usability issues, unmet needs, and improvement opportunities. You bring strong communication skills, user empathy, and the organizational ability to manage support volume while building scalable training and documentation assets. Product Support & Intake Management Serve as the first point of contact for end‑user support requests across DAPI’s product portfolio—triaging, categorizing, and routing issues appropriately between self‑service resolution, bug escalation, and backlog intake. Manage the support intake queue in Azure DevOps—maintaining clear documentation of issue status, resolution, and recurrence patterns. Distinguish between training gaps, product defects, and feature requests—routing each through the correct channel and ensuring none fall through the cracks. Provide first‑line resolution for common user issues—building and maintaining a self‑service knowledge base that reduces repeat support volume over time. Training Program Development & Delivery Design, develop, and deliver training programs for DAPI products—covering software applications, analytics dashboards, self‑service data tools, and AI‑powered features—tailored to the technical proficiency levels of different user groups across NYBCe divisions. Build a library of training assets—user guides, video walkthroughs, quick reference cards, and role‑based onboarding materials—maintained in DAPI’s documentation platform (Bookstack) and SharePoint. Coordinate and deliver new product release training—working with Product Managers to understand feature changes and translating them into user‑facing training content ahead of each release. Design training specifically for AI‑powered features—helping users understand how to interpret AI outputs, when to apply human judgment, and how to use feedback and override mechanisms effectively. User Documentation & Knowledge Management Own DAPI’s user‑facing documentation—product manuals, feature guides, FAQ libraries, and release notes—ensuring content is accurate, current, and accessible to non‑technical users. Maintain documentation in sync with product releases—partnering with Product Managers and engineers to capture changes before they reach users. Develop and maintain process documentation for UAT cycles—test scenario guides, business user instructions, and sign‑off templates that support the Director’s UAT coordination. Feedback Loop & Product Intelligence Systematically capture and analyze support patterns, training gaps, and user feedback—producing regular summaries for the Director, Product Delivery Management and Product Managers. Identify recurring usability issues, feature confusion, or adoption barriers and translate them into well‑documented backlog items with supporting user evidence. Participate in sprint reviews as a user advocate—providing post‑release adoption feedback and flagging issues that surfaced since the last release. UAT Support & Release Readiness Support UAT coordination alongside the Scrum Master—preparing business users for test cycles, documenting test scenarios in plain language, and tracking business user sign‑off. Contribute to release communication—drafting stakeholder release notes, user‑facing change summaries, and training announcements for each product release. Qualifications Education: Bachelor’s degree in communications, Information Technology, Business, Education, or a related field. Equivalent practical experience will be considered. Experience: 3+ years of experience in product support, training, technical writing, or user enablement role within a software or data product organization. Demonstrated experience designing and delivering end‑user training for software or analytics products across audiences with varied technical proficiency. Experience managing a support intake process—triaging requests, tracking resolution, and identifying patterns in user issues. Strong written communication skills—experience producing user guides, release notes, FAQ documentation, or equivalent user‑facing content. Familiarity with Agile delivery environments and how product releases are planned, communicated, and supported post‑launch. No certifications are required. The following are considered favorable: Certified ScrumMaster (CSM) or equivalent Agile certification Microsoft Certified: Power BI Data Analyst Associate Knowledge: Product support processes—intake triage, issue categorization, resolution tracking, and self‑service knowledge base management. Instructional design principles—adult learning theory, role‑based training design, and multi‑format content development (guides, video, quick reference). User documentation standards—writing for non‑technical audiences, maintaining documentation currency across product releases. Agile delivery model—how sprint cycles, release planning, and UAT fit together, and where support and training integrate into the lifecycle. AI product user enablement—helping users interpret AI outputs, apply appropriate judgment, and use human‑in‑the‑loop controls effectively. Skills: Cultural competency and the ability to communicate effectively in a culturally sensitive manner with both individuals and groups from diverse backgrounds. Design and deliver role‑based training programs for software, analytics, and AI‑powered products across diverse user groups. Produce clear, accessible user documentation—guides, release notes, FAQs—maintained in sync with product releases. Manage a support intake queue—triaging, routing, and resolving user issues while identifying systemic patterns for product teams. Translate user support patterns and training gaps into well‑documented product backlog items with supporting evidence. Communicate clearly with non‑technical business users across all NYBCe divisions, building trust and reducing friction in product adoption. Abilities: Empathize with non‑technical users and translate their frustrations into actionable, well‑structured product feedback. Balance reactive support volume with proactive training and documentation investment in a lean delivery environment. Work independently across multiple product workstreams and user groups simultaneously without losing quality or responsiveness. Build trusted relationships with both business stakeholders and product/engineering teams—operating effectively at the boundary between them. Embrace accountability and take ownership of user adoption outcomes across DAPI’s product portfolio. Any combination of education, training, and experience equivalent to the requirements above that has supplied the necessary knowledge, skills, and experience to perform the essential functions of the job. For applicants who will perform this position in Westchester County, the proposed annual salary is $85,000.00 to $95,000.00 per year. For applicants who will perform this position outside of New York City or Westchester County, salary will reflect local market rates and be commensurate with the applicant’s skills, job‑related knowledge, and experience. Overview Founded in 1964, New York Blood Center (NYBC) has served the tri‑state area for more than 60 years, delivering 500,000 lifesaving blood products annually to 150+ hospitals, EMS and healthcare partners. NYBC is part of New York Blood Center Enterprises (NYBCe), which spans 17+ states and delivers one million blood products to 400+ U.S. hospitals annually. NYBCe additionally delivers cellular therapies, specialty pharmacy, and medical services to 200+ research, academic and biopharmaceutical organizations. NYBCe’s Lindsley F. Kimball Research Institute is a leader in hematology and transfusion medicine research, dedicated to the study, prevention, treatment and cure of bloodborne and blood‑related diseases. NYBC serves as a vital community lifeline dedicated to helping patients and advancing global public health. #J-18808-Ljbffr