Product Support Analyst

Flint Hills; Wichita (KS); On-site; USD 70,000 - 100,000; Full time

Job summary

Flint Hills Resources is seeking a Product Support Analyst in Wichita, Kansas to troubleshoot complex integrations and support critical systems. You will collaborate with IT teams and use AI-enabled tools to enhance monitoring, alerts, and issue resolution.

You will engage in on-call rotations and contribute to knowledge bases, dashboards, and automated workflows, supporting operational reliability and customer satisfaction.

Qualifications

• Experience troubleshooting applications with complex integrations.
• Experience with SQL and basic coding (PowerShell, Python).
• Interest in leveraging AI technologies or building AI agents/workflows to automate processes.
• Ability to articulate business impact with IT and non-IT stakeholders.

Responsibilities

• Proactively identify, troubleshoot, and resolve complex technical issues and support customers.
• Be the escalation point to other analysts for complex issues.
• Engage with IT teams to drive permanent solutions and continuous improvement in monitoring and logging.
• Ensure SLAs are met and support timely issue resolution.
• Leverage AI agents/workflows to improve support and knowledge bases.
• Contribute to service improvements and better customer experience.
• Participate in on-call rotation (2 weekdays biweekly, 1 weekend every 6 weeks).

Skills

Troubleshooting

SQL exposure

Scripting (PowerShell/Python)

AI technologies interest

Stakeholder collaboration

Event/APIs knowledge

Tools

Cypher queries

AWS (Lambda, S3)

Grafana

GitHub

Denodo/Alteryx/Matillion

Job description

Your Job

If you are a problem-solver who thrives on challenges and is passionate about being part of a dedicated support team, join Flint Hills Resources as a Product Support Analyst. This role is pivotal in maintaining the seamless operation of technologies that are key to FHR's success. As a passionate member of our support team, you will have the opportunity to make a significant impact by contributing to the continuous transformation of our support services and ensuring the success of our technological initiatives.

FHR believes in investing in our employees' professional growth and development. We are committed to providing a supportive and nurturing environment where you can thrive and advance in your career. FHR offers exciting pathways for rapid advancement into technical and functional leadership roles, empowering you to lead and inspire others as you progress in your career journey.

This role is based in Wichita, Kansas, with developmental opportunities and the possibility of occasional travel (5 to 10%) to our sites in Rosemount, Minnesota, and Corpus Christi, Texas.

What You Will Do

• Proactively identify, troubleshoot, and resolve complex technical issues, becoming a trusted ally to our customers and a problem-solver who thrives on challenges
• Be the escalation point to other analysts on the team to troubleshoot complex issues or brainstorm ideas to resolve complex issues
• Engage in collaborative discussions across FHR IT teams, leveraging your critical thinking and technical expertise, to drive permanent solutions and continuous improvement to monitoring, alerts and logging, aiming for issue prevention where feasible or proactive detection for faster resolution
• Be connected to expected SLAs, responding and resolving critical issues on time, and working with IT teams to ensure monitoring and alerting is in place to detect and alert anomalies that can impact business SLAs
• Leverage, improve and support AI agents and workflows to analyze and solve complex business challenges, maintain and refine troubleshooting and user-facing knowledge bases, and improve support experience.
• Continuously seek ways to improve customer experience, work execution efficiency and application and data reliability, applying forward-thinking service improvements
• Be part of the team's on-call rotation (2 weekdays every 2 weeks, 1 weekend every 6 weeks)

Who You Are (Basic Qualifications)

• Experience troubleshooting applications with complex integrations (event-based, APIs)
• Experience in SQL and basic coding capabilities (PowerShell, Python or similar)
• Experience in or an interest in leveraging emerging AI technologies or building AI agents or workflows that automate and improve processes
• Experience partnering effectively with IT and non-IT stakeholders with the ability to articulate business impact
• This role is not eligible for visa sponsorship

What Will Put You Ahead

• Experience with Cypher queries, including the ability to read/change queries to navigate data errors, and/or read and understand Graph database models
• Experience with AWS Technologies (Lambda, S3, Cloudwatch)
• Experience with scheduling and monitoring tools (Grafana, Automic, LogicMonitor, or others), and knowledge of effective alerting practices
• Familiarity using GitHub with the ability to navigate code repositories and find/understand feature files
• Familiarity with data integration tools such as Denodo, Alteryx, Matillion

At Koch companies, we are entrepreneurs. This means we openly challenge the status quo, find new ways to create value and get rewarded for our individual contributions. Any compensation range provided for a role is an estimate determined by available market data. The actual amount may be higher or lower than the range provided considering each candidate's knowledge, skills, abilities, and geographic location. If you have questions, please speak to your recruiter about the flexibility and detail of our compensation philosophy.

Hiring Philosophy

All Koch companies value diversity of thought, perspectives, aptitudes, experiences, and backgrounds. We are Military Ready and Second Chance employers. Learn more about our hiring philosophy here.

Who We Are

As a Koch company, Flint Hills Resources is an industry-leading refining company making the oil and transportation products that keep the world moving. We make a large supply of fuel for gas stations and airports in addition to transporting crude oil, natural gas liquids and refined products through 4,000+ miles of pipeline - delivering energy to farmers, manufacturers and families. Our team champions innovation and excellence to help power modern life.

At Koch, employees are empowered to do what they do best to make life better. Learn how our business philosophy helps employees unleash their potential while creating value for themselves and the company.

Our Benefits

Our goal is for each employee, and their families, to live fulfilling and healthy lives. We provide essential resources and support to build and maintain physical, financial, and emotional strength - focusing on overall wellbeing so you can focus on what matters most. Our benefits plan includes - medical, dental, vision, flexible spending and health savings accounts, life insurance, ADD, disability, retirement, paid vacation/time off, educational assistance, and may also include infertility assistance, paid parental leave and adoption assistance. Specific eligibility criteria is set by the applicable Summary Plan Description, policy or guideline and benefits may vary by geographic region. If you have questions on what benefits apply to you, please speak to your recruiter.

Additionally, everyone has individual work and personal needs. We seek to enable the best work environment that helps you and the business work together to produce superior results.

Equal Opportunities

Equal Opportunity Employer, including disability and protected veteran status. Except where prohibited by state law, some offers of employment are conditioned upon successfully passing a drug test. This employer uses E-Verify. Please click here for additional information. (For Illinois E-Verify information click here, aqui, or tu).