Job Specifications
Los Angeles or Irvine
As a Senior Product Analyst, you will be a frontline technical expert supporting large, complex hardware/software trials for new and existing Ring devices. You will work directly with internal Amazon employee testers, manage incoming issues, analyze feedback, and triage technical problems related to device setup, app usage, network connectivity, and general product functionality. This role requires outstanding written communication, deep experience troubleshooting consumer hardware/software, and the ability to collaborate with Program Analysts, Trial Operations, and core product engineering teams.
This is a hands‑on role that blends customer support, technical product analysis, and structured triage workflows. You will be critical in ensuring the success of Ring product trials and delivering high‑quality insights back to the business.
Key Responsibilities
Tester Support & Communication
Serve as the primary point of contact for internal Amazon employee testers (average 500+ per trial).
Respond to tester emails, app messages, and ticket submissions with clear, concise written communication.
Diagnose first‑level issues such as:
Device setup failures
Beta app installation problems
Network or pairing issues
Functionality inconsistencies during feature testing
Escalate complex or unresolved issues to the Ring core product team following standardized workflows.
Technical Triaging & Analysis
Act as the technical SME for hardware + software troubleshooting during product trials.
Perform structured triage to differentiate between user error, device defects, software bugs, and environment-related issues.
Validate reproduction steps and gather logging or supplemental data needed for root‑cause analysis.
Prepare issues for handoff to engineering teams using Jira or similar tooling (your work typically stops at handoff).
Support testers in understanding Ring device setup and core functionality; basic device/app setup proficiency is required to perform triage.
Cross‑Functional Collaboration
Partner closely with Program Analysts and Trial Ops teams to ensure seamless execution of each phase of the trial (Recruit → Select → Onboard → Ship → Core Test → Release).
Participate in standups, cross‑team syncs, and trial kickoff/closeout.
Provide insights on defect trends, tester experience, and product readiness.
Trial Execution & Operational Support
Support onboarding and communication workflows as testers enter the trial.
Work within established trial procedures and contribute to process improvement.
Support up to 1,500 testers per trial, often staffed by 3 dedicated analysts.
Required Qualifications
6+ years professional experience working with hardware + software products (consumer electronics preferred).
Strong technical troubleshooting and triage experience, ideally in a consumer device or IoT environment.
Experience supporting beta programs, product trials, QA testing, or complex technical support workflows.
Excellent written communication skills—able to explain technical steps clearly and concisely to testers.
Ability to manage high‑volume email/ticket workflows while maintaining accuracy and professionalism.
Familiarity with mobile app setup, device onboarding flows, and basic networking concepts.
Experience using Jira or similar issue‑tracking tools.
Proven ability to work cross‑functionally with analysts, product managers, engineering, and operations teams.
Preferred Qualifications
Prior experience supporting Ring, Amazon Devices, or other smart home products.
Background in technical customer support, QA, or field engineering. (Manager noted this helps new hires onboard faster.)
Understanding of logging tools, defect management, and beta testing frameworks.
Experience supporting high‑scale user programs.
What Success Looks Like
You consistently deliver high‑quality triage, enabling engineering to rapidly identify true defects.
You maintain strong communication quality even across hundreds of testers.
You collaborate seamlessly with Program Analysts and Trial Ops to keep each trial running smoothly.
You improve tester satisfaction and reduce friction during core testing phases.
You proactively identify patterns and help reduce future defects.
Exact compensation may vary based on several factors, including skills, experience, and education.
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.
About the Company
Insight Global is an international professional services and staffing company specializing in delivering talent and technical solutions to Fortune 1000 companies across the IT, Non-IT, Healthcare, and Engineering industries. Fueled by staffing and talent experts, Evergreen, our professional services brand, brings technical advisors and culture consultants to help customers tackle their biggest challenges. With over 70 locations across North America, Europe, and Asia, and global staffing capabilities in 50+ countries, our tea...
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