Product Support

Role: Product Support Senior Associate

At EY, we're all in to shape your future with confidence. We’ll help you succeed in a globally connected powerhouse of diverse teams and take your career wherever you want it to go. Join EY and help to build a better working world.

As a Product Support Senior Associate, you will play a crucial role in supporting the portfolio of Clients & Industries (C&I) and EY‑wide technology solutions for the Product Strategy team. Your contributions will ensure that solutions operate as designed and are of high quality. You will assist in successful deployment and manage incidents effectively. This role offers the opportunity to work with a diverse team and make a significant impact on EY’s digital engagement strategy.

• Stay abreast of emerging data technologies and trends, translating them into business‑centred solutions
• Facilitate the support model and related services to ensure efficient resolution of technology issues
• Collaborate with Product Strategy, Product Activation, and Data Strategy teams from ideation through adoption
• Present recommendations to stakeholders, including C&I, Service Line, and functional leadership, on product usage and enhancements
• Troubleshoot basic to moderately complex product issues with a deep understanding of the product
• Manage and respond to product‑related incidents or outages, coordinating with multiple teams for timely resolution
• Develop business support processes for licensing, data uploads, and related activities
• Measure, track, and report success criteria and product adoption
• Create and maintain accessible and useful support documentation
• Analyse problems, recommend solutions, and manage relationships for positive outcomes
• Review and test product upgrades prior to production release
• Adapt to changing work requirements by assimilating and applying new information effectively

• Strong working knowledge of EY IT infrastructure and relevant technologies
• Ability to understand business drivers that determine success
• Understanding of user‑centered design, user experience, and usability
• Familiarity with data privacy, data residency, and information security requirements
• Project management skills (scope, schedule, planning, time, and resources)
• Ability to thrive in change, navigate ambiguity, and pursue continuous improvement
• Results‑driven with strong attention to detail
• Strong teamwork and operational efficiency
• Executive presence to influence senior‑level stakeholders
• Strong business writing and presentation skills

• Passion for technology and a desire to make a positive impact
• Ability to work in a virtual, multi‑time‑zone environment
• Flexibility to work non‑standard hours when required
• Willingness to travel domestically and internationally as needed
• Bachelor’s degree or equivalent work experience

At EY, we develop future‑focused skills and provide world‑class experiences. You’ll work in a flexible environment within a diverse and inclusive culture of globally connected teams.

Ready to shape your future with confidence? Apply today.

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