Product Support Analyst - SaaS, Cross-Team Impact

PureCars Technologies, LLC; Kansas City (MO); Hybrid; USD 50,000 - 65,000; Full time

Benefits offered by this job

Uncapped commission

401(k) matching

Company provided laptop

Open PTO policy

Continuous education

Collaborative team environment

Job summary

PureCars Technologies, LLC is seeking a Product Support Analyst to enhance our product team's effectiveness. This role involves triaging support requests and collaborating with various teams to resolve customer issues while ensuring documentation is updated and knowledge is shared.

Applicants should have 1-3 years of experience in SaaS support, strong communication skills, and a keen interest in technology.

Qualifications

• 1-3 years of experience in customer support for SaaS products.
• Strong negotiation and communication skills.
• Technically curious and eager to learn product details.
• Ability to work cross-functionally and build alignment.
• Excellent written and verbal communication skills.
• Experience working with product and engineering teams.
• Ability to prioritize and execute tasks efficiently.

Responsibilities

• Triage and analyze support requests from internal teams.
• Work cross-functionally to prioritize customer problems.
• Develop reports to monitor diagnostic information trends.
• Use internal AI tools to understand system behavior.
• Coach customer support team on new product features.

Skills

Customer support for SaaS

Strong communication skills

Problem solving

Agile frameworks

Excel or Google Sheets

Tools

Google Analytics

SQL

Jira

Confluence

Claude or AI tools

Job description

PureCars Technologies, LLC is seeking a Product Support Analyst to enhance our product team's effectiveness. This role involves triaging support requests and collaborating with various teams to resolve customer issues while ensuring documentation is updated and knowledge is shared.

Applicants should have 1-3 years of experience in SaaS support, strong communication skills, and a keen interest in technology.