Product Support Analyst I

CityWoodland HillsStateCaliforniaJob LocationWoodland Hills Regional OfficePosition TypeRegular

The Product Support Analyst I provides first-level analysis, troubleshooting, and support for software applications. This role focuses on identifying and resolving routine technical issues, escalating more complex problems to senior analysts or vendors as needed. The Product Support Analyst works closely with clients (Essex end users) and team members to ensure timely support and minimal disruption to business operations.  This role is part of the Enterprise Applications team which part of the larger Essex Technology team.  The Essex Technology team is an all-inclusive group of passionate technologists dedicated to supporting each other while supporting and driving Essex to a tech-forward future.

WHAT YOU WILL DO:

• Provide first-level troubleshooting for software application issues, using established procedures and guidelines.
• Escalate complex or unresolved issues to senior analysts or external vendors as appropriate.
• Document incidents, service requests, and resolutions accurately in the ticketing system.
• Assist users by providing basic training, guidance, and job aids to improve application use.
• Communicate effectively with clients, keeping them informed of issue status and resolution.
• Participate in testing and implementation of new applications or upgrades under supervision.
• Support team initiatives by contributing feedback and assisting with documentation.
• Proactively identifying recurring issues and suggesting improvements.
• Respond to all incidents and requests within established SLAs.

WHAT YOU WILL NEED:

• Associate’s degree in Computer Science, Information Systems, or related field, or equivalent education/experience.
• 0–2+ years of experience in IT support or application support role (internship or help desk experience a plus).
• Familiarity with software applications, databases, and IT support environments.
• Strong problem-solving and analytical skills, with adaptability and demonstrated ability to learn new systems.
• Effective communication skills with clients, peers, and supervisors.
• Ability to follow established procedures and escalate appropriately.

WHAT THE JOB REQUIRES:

• Work is primarily conducted in an office setting with standard office equipment.
• Requires availability for five days each week, with occasional weekends as needed.
• The position includes in-person work requirements consistent with the hybrid policy located at Essex's corporate offices in Woodland Hills, Irvine, Bellevue or San Mateo.  The hybrid policy is subject to change at Essex’s sole discretion
• Ability to sit or stand for extended periods with minimal physical effort.
• Occasional travel to other locations for training, meetings, or support assignments.

WHAT YOU WILL BRING TO THE TABLE:

• Ability to comprehend and follow instructions in standard situations.
• Strong attention to detail in documenting issues and solutions.
• Basic analytical skills to identify problems and apply known solutions.
• Positive, customer-focused attitude and eagerness to learn from senior team members.
• Decisions made under general supervision with guidance from policies and procedures.

#LI-onsiteAll full-time regular associates are offered competitive salaries, experience career growth, and are eligible for benefit packages that include medical, dental, vision, paid parental leave, 401k employer match, excellence rewards, wellness programs, and much more. With our 12 paid holidays and 15 PTO days, work/life balance is a priority! Additionally, most positions are eligible for a housing discount of 20%.

Essex provides great communities in which to live, work and invest. We are a purpose-driven company, and we pride ourselves on promoting an internal culture of growth and opportunity by engaging, enabling, and empowering our teams. Working at Essex is not a destination. It is a journey where you can confidently build your career.

New hires generally start between $29.81 - $35.10 per hour. The final salary offer will be determined after reviewing relevant factors, including but not limited to skill sets; relevant experience; internal equity; and other business and organizational needs.

This role is also eligible to participate in Essex’s discretionary Annual Bonus program that is commensurate with the level of the position.