Product Operations Analyst, Level I

JOB SUMMARY

eVero Corporation is a leading technology solution provider for health and human services organizations, recognized for its achievements with the Long Island Innovator Award, the NY State Education Department NDEAM Award, designated as a 2025 Long Island Top Workplace, and placement on Inc.’s 2025 Best Workplace list. We are currently looking for a motivated and tech-savvy individual to fill a Product Operations Analyst, Level I  position in our organization.

The Product Operations Analyst I, Level I reports to the Product Manager, Level II and supports product quality and release readiness by managing escalated support issues and assisting with User Acceptance Testing efforts. This role partners closely with Tier II Support, Client Success, Product Managers, QA, and Development teams to ensure complex issues are clearly documented, properly categorized, and tracked through resolution.

This position is ideal for individuals transitioning beyond Tier II Support or QA and seeking to deepen their productknowledge, testing competencies, and analytical skills within the Product department.

PRIMARY DUTIES & RESPONSIBILITIES

  • Review escalated tickets to ensure they include clear details, reproduction steps, and client context.
  • Classify issues as defects, configuration problems, workflow misunderstandings, training gaps, or enhancement opportunities.
  • Support User Acceptance Testing cycles, including validating reported issues and confirming fixes.
  • Work with Tier II Support and Client Success Managers to collect additional information from clients as needed.
  • Track escalated issues through resolution and provide consistent, timely updates to stakeholders.
  • Assist with reporting on recurring issues, trends, and UAT outcomes.
  • Use SQL to review and analyze system data during issue investigation.

  • Contribute to troubleshooting guides, training notes, and internal documentation.

QUALIFICATIONS & REQUIRED SKILLS

  • Demonstrated understanding of the eVero platform or similar SaaS systems.
  • Working knowledge of SQL.
  • Ability to ask targeted, effective questions to identify root causes.
  • Proficiency in the English language; fluency in Spanish a plus.

Required Education and Experience

  •  Bachelor’s Degree or equivalent experience.
  • 3+ years in Tier II Support, QA, or a technical SaaS role.
  • Demonstrated experience leveraging tools for tracking efforts such as Halo, ADO, or similar systems.

Other Skills / Abilities

  • Capable of working independently and collaboratively while balancing multiple priorities.
  • Eager to learn new tools, skills, and product areas and apply them accurately in practice.
  • Strong attention to detail and commitment to accuracy.
  • Consultative, solution oriented approach when working with internal teams and clients.
  • Excellent written and verbal communication skills.
  • Willingness to learn about the I/DD industry and client population.

The salary range for this position is $36-46 per hour.

 

What eVero Offers

We are proud to offer a competitive salary with a comprehensive benefits package. These benefits include medical, dental, vision,  long-term disability, 401K, paid vacation time, and a cafeteria plan. The salary we offer will always be commensurate with experience. And because we know that hard work should always be balanced with fun and quality of life, we also offer the following amenities:
  • A casual and comfortable work environment
  • Convenient location in Long Island, NY with easy access to the Long Island Expressway and Route 110
  • Newly renovated headquarters, featuring state-of-the-art technology, a Café, and a dedicated Recreation Room
  • Fully equipped Gym and Cafeteria within the building
  • Bi-weekly "Town Hall" meetings
  • Monthly team-building events
  • Regular Community Outreach events
  • Seasonal outings and holiday celebration events
  • A coffee bar with a wide array of snacks and trimmings
 
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eVero is proud to be an Equal Opportunity Employer. Employment with this organization is based solely on qualifications and competence for a particular position, without regard to race, color, ethnic or national origin, age, religion, creed, gender, sexual orientation, disability, or marital, military, or citizenship status.