Product Support & Compliance Analyst

SUMMARY:

The Product Support & Compliance Analyst serves as the first line of response for product support across AllCampus's internal applications and as the day-to-day operator of recurring compliance activities. This role combines tier 1 product support — triaging tickets, reproducing issues, and routing escalations — with operational compliance work, including vendor compliance tracking, user access reviews, audit evidence coordination, and security training follow-up. The ideal candidate is organized, customer-focused, and curious — someone who enjoys juggling a steady ticket queue while making measurable progress on longer-running compliance commitments. They take ownership of follow-through, communicate clearly with both internal teams and external vendors, and are eager to grow into deeper product or compliance specializations over time.

This position partners closely with the QA Product Support Analyst on product issues and with the EVP of Technology and Director of Engineering on security and compliance operations.

AllCampus is actively expanding our use of AI across product, support, and compliance workflows. This role is a strong fit for someone genuinely curious about applying AI thoughtfully — using it to triage faster and write better, while also helping evaluate the AI tools our teams want to adopt. AllCampus is a fully remote company. This role works from a home office anywhere in the United States where AllCampus is set up to employ, with occasional travel for company gatherings or onsite needs as required by the business.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Product Support (Tier 1)

• Monitor product support queues for Archa, Regal, and other AllCampus internal applications; triage incoming tickets, set priority, and respond within SLA targets.

• Perform initial troubleshooting, gather reproduction steps, and resolve straightforward issues independently (e.g., user access questions, basic data corrections, configuration questions).

• Escalate complex defects, integration issues, and edge cases to the QA Product Support Analyst with clear, well-documented bug reports including reproduction steps, environment details, and expected vs. actual behavior.

• Verify fixes once delivered and communicate resolution to the original requester.

• Track recurring issues and surface trends to Product and Engineering to inform product improvements.

• Maintain support documentation, including knowledge-base articles, common-issue runbooks, and standard operating procedures.

• Use AI-assisted tools thoughtfully to accelerate triage, draft knowledge-base articles, and summarize ticket trends — while exercising sound judgment about when human review is required.

Compliance Operations

• Coordinate quarterly user access reviews (UARs) across AllCampus systems using Drata, including outreach to system owners, follow-up on incomplete reviews, and evidence collection.

• Manage annual vendor compliance documentation cycles — request, track, and file SOC 2 reports, BAAs, certificates of insurance, and other compliance artifacts from third-party vendors.

• Respond to inbound compliance documentation requests from university partners and prospects, including HECVAT and other security questionnaires; route nuanced questions to the EVP of Technology or Director of Engineering as appropriate.

• Administer KnowBe4 security awareness training: monitor completion, send reminders, escalate non-compliance to managers, and assist HR with campaign setup.

• Support the annual SOC 2 audit by gathering requested evidence, coordinating meeting scheduling, and tracking outstanding items through Drata.

• Coordinate intake and review of new vendor and AI tool requests from AllCampus teams in partnership with the AI Council; assess risk, document approvals, and track decisions through the existing Trello-based review process.

• Audit contractor and third-party access on a defined cadence; flag accounts that no longer require access for offboarding.

• Process data deletion and data subject access requests received from prospects or students within required timeframes.

Cross-Functional Collaboration

• Build strong working relationships with Product, Engineering, IT, HR, and Client Success teams.

• Act as a clear and timely communicator with external vendors, university partners, and auditors, representing AllCampus professionally in written correspondence.

• Escalate compliance issues, security incidents, and audit findings to the EVP of Technology or Director of Engineering as appropriate; partner with these leaders on vendor management and audit preparation.

• Contribute to continuous improvement of support and compliance processes by surfacing inefficiencies and proposing changes.

EDUCATION and EXPERIENCE

An equivalent combination of education, training, and experience will be considered.

Required Qualifications

• 1–3 years of experience in product support, technical support, helpdesk, customer success operations, or a junior compliance/IT operations role

• Experience with ticketing tools such as Jira Service Management, Zendesk, Freshdesk, or similar

• Strong written and verbal communication skills, with the ability to communicate professionally with both internal teams and external partners

• Demonstrated ability to manage a steady volume of inbound work while making consistent progress on longer-running follow-through tasks

• Strong organizational skills and attention to detail

• Customer service mindset and willingness to take ownership of issues through to resolution

• Reliable home office setup with high-speed internet and a quiet, professional environment for video calls

• Ability to work core Central Time business hours and maintain consistent availability for ticket triage

• Authorization to work in the United States; AllCampus does not sponsor employment visas for this role

Preferred Qualifications

• Bachelor's degree in business, information systems, cybersecurity, or a related field (not required)

• Familiarity with SaaS or web-based applications and a basic understanding of how web applications and databases interact

• Exposure to compliance frameworks (SOC 2, HIPAA, FERPA, ISO 27001) — formal coursework, certifications, or hands-on experience all considered

• Experience with GRC tooling such as Drata, Vanta, Tugboat Logic, or ZenGRC

• Familiarity with KnowBe4, Atlassian Cloud admin, or similar SaaS administration consoles

• CompTIA Security+ or ITIL Foundation certification — a plus, not required

• Higher education or EdTech industry background

• Basic familiarity with SQL or experience with data validation

• Exposure to Agile or Scrum development processes

• Genuine curiosity about applying AI to support and compliance workflows; experience using AI assistants (ChatGPT, Claude, Copilot, or similar) thoughtfully in day-to-day work

• Awareness of AI-related risk topics — data privacy, prompt injection, model accuracy limitations, and vendor data-handling practices

The salary range for this role is $65,000 - $75,000.