Product Support & Integrations Analyst

We’re seeking a Product Support & Integrations Analyst to join our team and help ensure a seamless experience for our customers. In this role, you’ll manage the end-to-end product support process—serving as the primary point of contact for client integration inquiries and technical requests. You’ll also collaborate closely with our cross-functional teams to document issues, gather feedback, and support the delivery of high-quality solutions. The ideal candidate combines strong communication skills with technical curiosity and enjoys translating complex information into clear, actionable insights that help customers and teams succeed. This role focuses on supporting our SaaS product functionality, customer integrations, and workflow-related issues — not internal IT, hardware support, or employee help desk work.

Responsibilities:

• Manage the end-to-end product support process, ensuring timely and effective resolution of issues and requests.

Serve as the primary point of contact for client integrations, including reviewing data structures (e.g., JSON/XML payloads, field mappings), diagnosing integration issues, and guiding clients on how to correctly format or send data for successful processing.

• Perform initial assessment, troubleshooting, and reproduction of incoming product ideas, bugs, and requests to determine whether they can be resolved before escalation.
• Guide customers (internal and external) on how to use existing product functionality or integrations to meet their needs, helping reduce unnecessary escalations and duplicate feature requests.
• Partner with the Product Owner and development team to gather details and context around product requests or ideas, report bugs, and gather feedback from customers.
• Translate technical integration concepts and issues into understandable terms for non-technical stakeholders and clients.
• Assist in documenting customer feedback for new integrations and feature enhancements.
• Identify trends in support requests and integration challenges to inform process improvements and future product development.
• Maintain and continually improve support documentation, workflows, and knowledge bases as systems evolve.
• Collaborate cross-functionally to validate workarounds, clarify expected behavior or edge cases, and surface technical insights that improve product stability and customer experience.

Qualifications:

3+ years of experience in a technical support, business systems, or product operations role involving strong customer communication and cross-functional collaboration.

• Understanding of technical systems, data flows, and application integration concepts.
• Ability to perform initial root-cause analysis by troubleshooting, reproducing, and narrowing down issues before escalation.
• Excellent communication, interpersonal, and presentation skills, with the ability to build trust and effectively manage customer expectations.
• Proven ability to translate technical information into clear, concise language for various audiences.
• Highly organized, with the ability to manage multiple requests, set priorities, and work both independently and collaboratively in a fast-paced, customer-driven environment.
• Proficiency in using CRM and help desk software.
• Familiarity with APIs, integration processes, and related testing tools (e.g., Postman, Insomnia).
• Ability to read and interpret common data formats such as JSON or XML; exposure to SQL or other data query tools a plus.
• Basic understanding of system architecture or networking fundamentals (e.g., data transmission, authentication, service communication).

Bachelor’s degree preferred in Information Systems, Business, Computer Science, or a related field, or equivalent practical experience. This role requires on-site presence at least three days per week (60%) in our Spring Hill, TN office. Comprehensive Health Benefits (Medical, Dental, and Vision), including HSA with employer contributions, FSA, and Dependent Care FSA Company-Paid Life Insurance and Short-Term Disability 401(k) Plan with Company Match Paid Time Off (Vacation, Sick Leave, and 10 Holidays) Paid Parental Leave Pay Disclosure: The total base salary range for this role is $54,000 - $73,000 annually, with an opportunity for a discretionary bonus. Final compensation will be determined based on skills and experience.