Product Support Analyst

PureCars; Kansas City (MO); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Base salary + uncapped commission

401(k) with company match

Laptop provided

Open PTO policy

Product and skill education

Collaborative team across the nation

Job summary

PureCars in the United States is seeking a Product Support Analyst to join our product team and help triage and analyze internal support requests. You will partner with product, engineering, operations, and customer support to prioritize issues and communicate findings.

You will develop reports on diagnostic information, leverage internal AI tools, and create knowledge-base content to educate teams and customers. A strong SaaS support background and agile mindset are essential.

Qualifications

• 1-3 years of experience providing customer support for a SaaS product.
• Strong negotiation and communication skills.
• Balance empathy with big-picture priorities for the business.
• Work cross-functionally and build alignment.
• Technically curious to become a product expert.
• Experience with product and engineering teams.
• Excellent written and verbal communication; synthesize complex information.
• Prioritize and execute tasks efficiently.
• Proven track record of solving complex problems.
• Deep familiarity with agile frameworks.
• Excel or Google Sheets: pivot tables, VLOOKUPs, regex, imports.

Responsibilities

• Triaging and analyzing support requests for a SaaS product.
• Provide second-level product support to the customer support team.
• Collaborate with product, engineering, operations, and support to prioritize issues.
• Develop reports to monitor diagnostic information and trends.
• Use internal AI tools to understand system behavior.
• Maintain reports used to inform customers about product performance.
• Prioritize and rank the impact of incoming customer issues for escalation.
• Create knowledge-base articles to spread learning across the organization.
• Coach the support team on new features and ensure documentation is up to date.

Skills

Customer support

Communication

Cross-functional collaboration

Agile familiarity

Prioritization

Technical curiosity

Product knowledge

Problem solving

SaaS expertise

Analytical thinking

Synthesis of information

Tools

Jira

Confluence

Google Sheets

Job description

Since 2007, PureCars has helped thousands of dealers improve their advertising effectiveness, while lowering ad costs per unit sold and per repair order. Through our unique combination of advanced advertising solutions, digital merchandising and market analytics, we provide dealers and partners with best-in-class solutions that increase efficiency and profitability. We are a certified digital provider for 19 OEMs in the U.S. and 1 in Canada, compliant with 40+ brands and serve 65 of the top 100 dealer groups in North America.

We are focused on investing in world-class talent and technology in order to help our partners dominate their markets in new and innovative ways.

The Product Support Analyst will report to the Senior Product Support Manager.

Product Support Analyst - What You’ll Do:

• Work on our product team, spending about half of your time triaging and analyzing support requests from internal teams, and providing second-level product support to the customer support team
• Work cross-functionally with our product, engineering, operational and customer support teams to decide which problems we solve for our customers and how we prioritize them
• Develop reports to monitor the flow of diagnostic information across the organization in order to highlight trends which could have downstream impact to our customers and teams
• Use internal AI tool to understand how internal systems are supposed to behave through its access to the PureCars code repository
• Develop/ maintain reports that are used by our internal teams to provide our customers with information about how our products are performing for them
• Prioritize and rank the impact of incoming customer issues to help better our escalation processes.
• Relay insights from the product and engineering teams back to the customer support team so that everyone is on the same page including creating knowledge-base articles to spread learning throughout the organization
• Coach our customer support team on new product features and their technical details and ensure that our documentation is up to date.

Your Skills And Qualifications

• 1-3 years of experience providing customer support for a SaaS product.
• Strong negotiation and communication skills.
• Confident in balancing empathy for the customer with big-picture priorities for the business.
• Ability to work cross-functionally and build alignment.
• Technically curious individual who strives to become a product expert wherever you go.
• Experience working directly with product and engineering team members.
• Excellent written and verbal communication, ability to synthesize complex information into simple messages.
• Ability to prioritize and execute tasks efficiently.
• Extensive track record of solving complex problems, both externally for customers and internally within a business
• Deep familiarity with agile frameworks.
• Excel or google sheets experience: ability to create pivot tables, V-lookups, regex and imports.

Nice to Have/ Bonus Qualifications:

• Digital marketing and/or digital advertising experience
• Google analytics and/or Google Tag Manager knowledge
• SQL knowledge
• Experience using Jira and Confluence and Google Sheets
• Experience using Claude or similar AI tools

Perks at PureCars:

• Strong base salary coupled with an uncapped commission structure
• Company 401(k) matching with vesting schedule
• Company provided laptop
• Open PTO policy - take the time you need to travel and relax
• Continuous company product and skillset education
• Fun, collaborative team that you will get to partner with across the nation!

PureCars is committed to building diverse teams and upholding an equal employment workplace that is free from discrimination. We hire amazing individuals regardless of their race, color, ancestry, religion, sex, gender identity, national origin, sexual orientation, age, citizenship, marital status, pregnancy, medical conditions, genetic information, disability, or Veteran status. Just be passionate, genuine, collaborative, data-driven, and entrepreneurial at heart!