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About the Role

As the Product Support & Training Specialist at DAPI, you will own the post-release product lifecycle, ensuring users can effectively adopt, use, and gain value from DAPI's software, analytics, and AI-powered products. You will build and deliver training programs, manage product support intake, produce user documentation, and act as the primary liaison between end users and DAPI product teams. This role is crucial for identifying usability issues and improvement opportunities, feeding directly into the product backlog.

Responsibilities

Serve as the first point of contact for end-user support requests, triaging, categorizing, and routing issues.
Manage the support intake queue in Azure DevOps, documenting issue status, resolution, and patterns.
Distinguish between training gaps, product defects, and feature requests, routing each appropriately.
Provide first-line resolution for common user issues and build a self-service knowledge base.
Design, develop, and deliver training programs for DAPI products tailored to different user groups.
Build a library of training assets including user guides, video walkthroughs, and role-based onboarding materials.
Coordinate and deliver new product release training, translating feature changes into user-facing content.
Design training specifically for AI-powered features, guiding users on interpretation and feedback mechanisms.
Own DAPI's user-facing documentation, ensuring accuracy, currency, and accessibility.
Maintain documentation in sync with product releases, capturing changes before they reach users.
Develop and maintain process documentation for UAT cycles.
Systematically capture and analyze support patterns, training gaps, and user feedback for reporting.
Identify recurring usability issues and translate them into documented backlog items with user evidence.
Participate in sprint reviews as a user advocate, providing post-release adoption feedback.
Support UAT coordination by preparing business users, documenting scenarios, and tracking sign-off.
Contribute to release communication by drafting stakeholder release notes and user-facing summaries.

Requirements

Bachelor’s degree in communications, Information Technology, Business, Education, or a related field, or equivalent practical experience.
3+ years of experience in product support, training, technical writing, or user enablement within a software or data product organization.
Demonstrated experience designing and delivering end-user training for software or analytics products.
Experience managing a support intake process, including triaging, tracking, and pattern identification.
Strong written communication skills with experience producing user-facing content.
Familiarity with Agile delivery environments and product release processes.
Certified ScrumMaster (CSM) or equivalent Agile certification is favorable.
Microsoft Certified: Power BI Data Analyst Associate is favorable.

Skills

Cultural competency and effective communication with diverse backgrounds.
Design and deliver role-based training programs for software, analytics, and AI products.
Produce clear, accessible user documentation, synchronized with product releases.
Manage a support intake queue, triaging, routing, resolving issues, and identifying patterns.
Translate user support patterns and training gaps into documented product backlog items.
Communicate clearly with non-technical business users, building trust and reducing adoption friction.
Empathize with non-technical users and translate frustrations into actionable product feedback.
Balance reactive support volume with proactive training and documentation.
Work independently across multiple product workstreams and user groups.
Build trusted relationships with business stakeholders and product/engineering teams.
Embrace accountability and ownership of user adoption outcomes.

Location

Westchester County
Outside of New York City or Westchester County

Work Type

Full-time

Experience Level

3+ years of experience

Education Level

Bachelor’s degree in communications, Information Technology, Business, Education, or a related field
Equivalent practical experience

Salary/Compensations

$85,000.00 to $95,000.00 per year (for Westchester County)
Commensurate with local market rates, skills, job-related knowledge, and experience (outside Westchester County)

About the Company

Founded in 1964, New York Blood Center (NYBC) has served the tri-state area for over 60 years, delivering 500,000 lifesaving blood products annually to 150+ hospitals, EMS and healthcare partners.
NYBC is part of New York Blood Center Enterprises (NYBCe), spanning 17+ states and delivering one million blood products to 400+ U.S. hospitals annually.
NYBCe also delivers cellular therapies, specialty pharmacy, and medical services to 200+ research, academic and biopharmaceutical organizations.
NYBCe’s Lindsley F. Kimball Research Institute is a leader in hematology and transfusion medicine research.
NYBC serves as a vital community lifeline dedicated to helping patients and advancing global public health.