AI-Driven Product Support Analyst

Socket.dev

Arkansas

On-site

USD 52,000 - 76,000

Full time

6 days ago

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Benefits offered by this job

Open PTO

Company holidays

Flex Fridays

Flexible work arrangements

Health and dental/vision options

Retirement plans

Tuition reimbursement

Stock options

Job summary

First Orion seeks a Product Support Analyst to configure, troubleshoot, and optimize client-facing processes. You will work with Client Success Managers to understand requirements and elevate issues, ensuring seamless workflow and high-quality service delivery.

You'll analyze data, support API integration needs, and leverage AI capabilities to enhance customer experience. Strong SQL, Excel, and analytical skills are essential for success in a fast-paced environment.

Qualifications

Bachelor’s degree in MIS, Computer Science or related field.
1–3 years in technical support or customer service.
Solid relational database and SQL skills.
Auditing/monitoring techniques and tools knowledge.
Excel with advanced formulas, pivot tables, and VLOOKUPs.
Proficient in Microsoft Office.
Strong investigative and troubleshooting skills.
Excellent organizational and communication abilities.
Experience with AI‑driven tools or automated workflows is a plus.
Analytical skills to assess AI responses and improve accuracy.

Responsibilities

Coordinate and manage configuration with customers, vendors, and internal stakeholders.
Verify metrics, monitor processes, and audit results based on trends.
Implement, configure, and build processes including production and ad hoc tasks.
Validate content and test delivery to ensure zero defects.
Deliver metrics to customers and vendors via appropriate transfer methods.
Develop reports to support various internal and external teams.
Utilize SQL and other technical skills to support reporting or client questions.
Ensure QA, procedures, SLAs, and project requirements are met.
Troubleshoot processing issues and propose solution changes or fixes.
Provide first-line API-related support and troubleshoot integration issues.
Investigate API errors and authentication problems using internal tools.
Monitor AI-driven outputs for accuracy and relevance.
Maintain AI knowledge base content, workflows, and intent mappings.
Communicate professionally with clients and stakeholders.
Manage time to meet deadlines.
On-call rotation for urgent issues.