[Remote] Product Support & Compliance Analyst - Remote

Note: The job is a remote job and is open to candidates in USA. AllCampus is a fully remote company that is expanding its use of AI across product, support, and compliance workflows. The Product Support & Compliance Analyst serves as the first line of response for product support and manages compliance activities, including vendor compliance tracking and user access reviews.

Responsibilities

• 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 the 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
• 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 the requested evidence, coordinating meeting schedules, and tracking outstanding items in 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
• 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 the continuous improvement of support and compliance processes by surfacing inefficiencies and proposing changes

Skills

• 1–3 years of experience in product support, technical support, helpdesk, customer success operations, or a junior compliance/IT operations role
• Strong written and verbal communication skills, with the ability to communicate professionally with both internal teams and external partners
• Proven ability to troubleshoot and replicate technical support issues, synthesize information from multiple sources, and exercise sound judgment when escalating complex defects
• 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
• Experience with ticketing tools such as Jira Service Management, Zendesk, Freshdesk, or similar
• 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
• 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
• 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

Benefits

• Check out our benefits!
• Https://www.allcampus.com/online-benefits-brochure/

Company Overview