Are you the one we’re looking for?

Diverse Computing, Inc. is looking for a highly motivated Product Support Analyst to join our close-knit product team. We are looking for someone with a strong drive towards customer service, the ability to work collaboratively across multiple teams, and an interest in learning the ins and outs of working in product development. In this role, you'll have the opportunity to work directly with our customers and our team to support DCI projects and products.

This role requires the ability to understand our complex products and our users’ needs, as well as leading by example through attention to detail, critical thinking, and creative problem solving. We believe our product team should be one step ahead, proactively knowing the right questions to ask and acting in the best interest of our clients as well as our product teams’ success.

Get to know us a little.

At Diverse Computing, we are passionate about making a difference. Our mission: Deliver innovative solutions that improve the effectiveness and security of the public safety community. In other words, we create software that has a higher purpose than simply making a profit. Imagine working for a company where you can take ownership of your projects, be an integral part of team-oriented innovation, and play a pivotal role with software that is designed to improve public safety. At Diverse Computing, these aren't just catch phrases... they are part of our everyday reality, and yes, we're proud of it!

As a DCI Product Support Analyst, your primary responsibilities will include:

Managing coordination and communication with customers to understand the needs of the end users and the contract
Respond to calls and emails regarding customer questions and issues
Documenting reported issues and performing initial triage to determine next steps if escalation is needed
Utilizing established issue management processes to report bugs
Providing status reports to customers regarding open issues and release schedules
Lead regular status meetings with customers
Working with the Application Support Team to coordinate releases
Providing customer feedback to the product managers
Coordinating with the products team and the PMO for special projects related to operational support, including, but not limited to, system enhancements, research requests, and Technical Operational Updates (TOU’s)
Assisting in system analysis and identifying solutions that meet customer expectations
Producing design specifications for enhancements to existing business systems
Coordinating with the PMO for change management
Coordinating with the QA team to complete activities including: system testing, reporting issues, coordinating with technical resources, and confirming that software issues are resolved before delivery to the client
Maintaining consistent and ongoing customer training on the use of DCI's products

Secondary responsibilities will include:

Producing documentation updates including manuals, customer specific support information, and other documentation as needed
Finding ways to improve processes and efficiencies to resolve issues for our customers
Focusing on the best user experience and product features
Finding similarities between requests to assess comprehensive solutions to user needs
Coordinating with the Product Design team to produce high quality training materials for our end users

Success factors generally include a/an:

High degree of pride in accuracy, attention to detail, organization, confidentiality, and humble confidence
Desire to lead by example through living the DCI core values of integrity, passion, customer service, innovation, and engagement
Analytical mindset with excellent problem-solving skills
Strong writing skills
Professionally strong verbal skills and ability to run customer meetings
Ability to translate technical concepts into plain language documentation for end users
Commitment to being a readily available and supportive team player
Dedication to teamwork and cooperation
Ability to truly listen when communicating with others
High regard for taking responsibility and ownership of one’s own work and actions
Knack for thriving in a fast-paced environment and demonstrating responsible decisiveness
Talent for productive and solution-oriented conflict resolution
Personal passion for, or interest in, supporting public safety
Experience with the following (nice to have):

Agile development processes
Jira
Microsoft products including: Word, Excel, PowerPoint
Writing technical documentation
Editing and managing functional content for a technical-practitioner role (software consultants, developers, etc.)

This job might be for you, if you:

Have a Bachelor's in Information Technology, Information Communication Technology, Management of Information Systems, Computer Science, a related field, or equivalent related work experience
Have knowledge of the public safety or criminal justice industry (preferred, but not required)
Have an outstanding command of the English language, both written and verbal, along with non-verbal communication and interpersonal skills
Are able to work from 8am - 5pm EST, Monday - Friday
Currently reside in one of these states: FL, GA, IL, KS, KY, MO, NC, NJ, NY, SC, TN, TX, UT, VA
Are able to confidently pass rigorous fingerprint-based state and federal background screenings, as required by the nationwide agencies we work with (mandatory)
Do not require sponsorship to work in the U.S.; sponsorship is not available for this position

We ask a lot, but we give a lot in return:

Competitive salary (dependent on level of experience)
Generous coverage options for Medical, Dental, & Vision insurance for you and your family; begins 1st of month after date of hire
Flexible Spending Account (FSA) for health-related expenses
Company sponsored Group Life / AD&D Insurance
Supplemental insurance options: life, AD&D, short and long term disability, accident, critical illness, and hospital indemnity coverage
Up to 3% matching retirement contributions; no vesting schedule
15 days (3 workweeks) of annually earned PTO, front-loaded for immediate availability; additional days awarded at service milestones starting at 3+ years
12 paid holidays annually
Paid Maternity/Paternity Leave
Generous paid sick leave
Work / Life balance-centered Flex Scheduling policy
Fully remote & hybrid (office/remote) work opportunities
Reimbursement of approved business-related travel and professional development expenses
Last, but not least, loving your job! An award-winning company culture that’s welcoming, fun, collaborative, and supportive. Find out more athttps://www.diversecomputing.com/careers

Ready to apply?

Click on the link below to start the application process(applications will close end of day June 15, 2026)
Provide a current resume as a PDF document
Include a cover letter in the applicable section of the application
Be prepared to provide contact information for three (3) professional references
Keep an eye on your email and its spam folder since that will be our primary method of communication

We are an equal opportunity employer that values diversity; it's in our name! We do not discriminate on the basis of race, religion, color, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, marital status, veteran status, disability status, or genetic information (including family medical history).

Diverse Computing remote jobs

Junior Marketing Representative Internship (Tallahassee, FL)

Technical Support Representative I (Fully Remote - Tallahassee, FL)

Product Support Analyst I (Software - Tallahassee, FL)