Product Support Analyst

Quick Facts

• Role: Product Support Analyst (Customer Enablement & Support)
• Focus: Relationship Profitability solution support for global financial institution clients
• Work style: Hybrid

Description

Serve as the dedicated support point of contact for complex global financial institution clients. Coordinate and deliver high-quality support outcomes by troubleshooting product features, configurations, and system functionality, while collaborating with engineers and product managers to drive continuous improvement. Bring curiosity around AI tools, automation, and workflow design to reimagine and improve the customer support experience.

Responsibilities

• Manage customer inquiries related to product features, configurations, and system functionality via phone and email
• Partner with Customer Enablement Consultants to ensure coordinated, timely support outcomes
• Guide users on best practices for utilizing the core application and associated modules
• Investigate and troubleshoot reported bugs; gather technical details and escalate as needed
• Maintain and improve process documentation, including troubleshooting runbooks and support playbooks
• Create and update self-service Knowledge Base content to reduce inbound volume
• Identify, test, and implement AI tools and automation workflows to improve resolution speed and support quality
• Build deep familiarity with client environments, configurations, and recurring issue patterns

Requirements

• Bachelor’s degree in a relevant field and 5+ years of related experience, or advanced degree with 3+ years of experience, or equivalent experience
• Fluent written and oral communication in English
• Experience with Salesforce Service Cloud or other customer support technologies (preferred)
• Troubleshooting experience (preferred); enterprise or financial institution support is a strong differentiator
• Strong written/verbal communication, empathy, detail orientation, and problem-solving mindset
• Ability to learn new technology and systems quickly, with genuine curiosity about AI and automation
• Authorized to work for any employer in the U.S.; no visa sponsorship

Benefits

• Flexible time off
• Career development and mentoring programs
• Health and wellness benefits, including competitive health insurance and generous paid parental leave (eligible new parents)
• Community volunteering and company philanthropy programs
• Employee peer recognition programs (“You Earned it”)