Product Support & Training Specialist

Responsibilities

As the Product Support & Training Specialist at DAPI, you own the post-release product lifecycle censuring 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 Dev Ops-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…