Product Support Analyst — AI, API & Workflow Optimizer

First Orion; Arkansas; On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Open PTO

Company paid holidays

Flexible Fridays

Flexible work arrangements

Health & dental/vision insurance

Retirement plans

Tuition reimbursement

Job summary

First Orion in the United States is seeking a Product Support Analyst to configure, troubleshoot, and monitor client service processes. You will work with Clients Success Managers to understand requirements and elevate issues, while focusing on AI-driven support tools and API integrations.

The role emphasizes data analysis, process improvement, and delivering timely resolutions. Strong SQL, Excel, and communication skills are essential, with on-call responsibilities.

Qualifications

• Bachelor’s Degree in MIS, Computer Science or related field
• 1–3 years of experience in technical support or customer service
• Solid relational database and SQL skills
• Expert in Excel (advanced formulas, pivot tables, and vlookups)
• Investigative and troubleshooting skills
• Ability to work in a fast-paced environment
• Strong communication with clients and internal stakeholders
• Experience with AI-driven tools or automated workflows

Responsibilities

• Coordinate and manage solution and content configuration with customers, vendors, and internal stakeholders
• Verify metrics, monitor solution processes, and audit results
• Implement, configure, and build processes, including ad hoc and production processes
• Validate content delivery process ensuring zero defects
• Deliver accurate metrics to customers and/or vendors
• Develop reports to support internal needs
• Utilize SQL and other technical skills to support reporting
• Ensure QA processes and SLAs/expectations
• Research, troubleshoot and resolve processing issues
• Provide first-line API support and troubleshoot integrations
• Monitor AI-driven outputs for accuracy and relevance
• Maintain AI knowledge bases and mappings
• Communicate professionally with clients and stakeholders
• Manage own time to meet deadlines
• On-Call Rotation for urgent issues

Skills

SQL

Excel

API integrations

Troubleshooting

Data analysis

On-call support

Communication

Attention to detail

Education

Bachelor’s Degree in MIS/CS

Job description

First Orion in the United States is seeking a Product Support Analyst to configure, troubleshoot, and monitor client service processes. You will work with Clients Success Managers to understand requirements and elevate issues, while focusing on AI-driven support tools and API integrations.

The role emphasizes data analysis, process improvement, and delivering timely resolutions. Strong SQL, Excel, and communication skills are essential, with on-call responsibilities.