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
AllCampus collaborates with universities and helps them expand online enrollment programs. It was founded in 2012, and is headquartered in Chicago, Illinois, USA, with a workforce of 51-200 employees. Its website is http://www.allcampus.com.