Product Support Analyst

Jobtailor; Charlotte (NC); On-site; USD 90,000 - 130,000; Full time

Job summary

Jobtailor is seeking an experienced enterprise client support specialist to serve global financial-institution accounts. You will resolve complex product, configuration, and system questions while driving process improvements and knowledge-base content.

You’ll collaborate with software engineers, product managers, and cross-functional delivery teams to deliver high-quality outcomes, scale AI-driven support, and mentor junior colleagues in a fast-paced environment.

Qualifications

• Bachelor's degree and 5+ years of related experience, or advanced degree with 3+ years.
• Stellar written and verbal communication with enterprise audiences.
• Empathetic, client-focused approach with strong listening.
• Detail-oriented in complex, high-stakes environments.
• Growth-minded about emerging tools and technologies.
• Natural problem-solving ability; proactive and resourceful.
• Ability to improve processes and work independently or in a team.
• Comfort in ambiguous, fast-moving environments.
• Ability to learn new technology quickly.
• Curiosity about AI tools and automation.
• Experience with Salesforce Service Cloud or similar.
• Experience supporting enterprise or financial institution clients is a differentiator.
• Fluent English written and spoken.
• Authorized to work in the U.S.; visa sponsorship unavailable.

Responsibilities

• Serve as the dedicated support point for global financial-institution clients.
• Handle product feature, configuration, and system inquiries via phone/email.
• Partner with Enablement Consultants for coordinated, high-quality outcomes.
• Guide users on best practices for the core application and modules.
• Investigate and troubleshoot bugs, gather details, and escalate when needed.
• Maintain and improve troubleshooting runbooks, guides, and playbooks.
• Develop and update self-service Knowledge Base content.
• Identify and test AI tools, automation workflows, and process improvements.
• Reduce manual effort, speed resolutions, and raise support quality.
• Learn global client environments, configurations, and recurring issue patterns.
• Collaborate with engineers, PMs, and cross-functional teams to improve platform.

Skills

Client Support Experience

Troubleshooting Skills

Communication Skills

English Fluency

Education

Bachelor’s degree or higher

Tools

Salesforce Service Cloud

Customer Support Technologies

Job description

• Serve as the dedicated support point of contact for global segment financial institution clients
• Manage inquiries related to product features, configurations, and system functionality via phone and email
• Partner with Customer Enablement Consultants to ensure coordinated, timely, and high-quality support outcomes
• Guide users on best practices for using the core application and associated modules
• Investigate and troubleshoot reported bugs, gather technical details, and escal
• Maintain and improve troubleshooting runbooks, workflow guides, and support playbooks
• Develop and update user-friendly self-service Knowledge Base content
• Identify, test, and implement AI tools, automation workflows, and process improvements
• Reduce manual effort, improve resolution speed, and increase support quality
• Develop familiarity with global client environments, configurations, and recurring issue patterns
• Collaborate with software engineers, product managers, and cross-functional client delivery teams to resolve issues, share insights, and drive continuous platform improvement

Requirements

• Bachelor's degree in a relevant degree and a minimum of 5 years of related experience; or an advanced degree with 3+ years of experience; or equivalent related work experience
• Stellar written and verbal communication skills, including with sophisticated enterprise audiences
• Empathetic, client-focused approach and strong listening skills
• Detail-oriented approach, especially in complex, high-stakes client environments
• Enthusiasm for growth and continuously improving skills and knowledge, particularly around emerging tools and technologies
• Natural problem-solving ability; driven, persistent, and resourceful
• Ability to improve processes and products and execute plans individually and as part of a team
• Comfortable operating in ambiguous, fast-moving environments
• Ability to learn new technology and systems quickly
• Genuine curiosity about AI tools and automation
• Comfort working across multiple platforms simultaneously
• Experience with Salesforce Service Cloud or other customer support technologies
• Troubleshooting experience preferred
• Experience supporting enterprise or financial institution clients is a strong differentiator
• Fluent written and oral communication in English
• Authorized to work for any employer in the U.S.; employment visa sponsorship is unavailable

Core Competencies

Demonstrates expertise in client support for financial institutions, with a focus on troubleshooting, process improvement, and effective communication. Proficient in developing knowledge base content and implementing AI tools to enhance support quality and efficiency.

Highest-signal resume keywords

• Client Support Experience
• Troubleshooting Skills
• Salesforce Service Cloud
• Process Improvement
• Communication Skills

Hard Skills

• Troubleshooting
• Process Improvement
• Knowledge Base Development
• AI Tools Implementation
• Automation Workflows

Soft Skills

• Empathetic Client-Focused Approach
• Strong Listening Skills
• Detail-Oriented
• Natural Problem-Solving Ability
• Enthusiasm for Growth

Industry Keywords

• Financial Institution Clients
• Global Client Environments
• Enterprise Support
• High-Stakes Client Environments

Tools & Technologies

• Salesforce Service Cloud
• Customer Support Technologies