Product Support & Integrations Analyst

Zipliens

Spring Hill (TN)

On-site

USD 54,000 - 73,000

Full time

14 days+

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Benefits offered by this job

Comprehensive health benefits

Company-paid life insurance

401(k) plan with company match

Paid time off

Paid parental leave

Job summary

A leading tech company is looking for a Product Support & Integrations Analyst in Spring Hill, TN. This role involves managing product support processes, addressing client integration inquiries, and collaborating across teams. Ideal candidates should have 3+ years in technical support and possess strong communication skills. Benefits include comprehensive health coverage and a 401(k) plan. This position requires on-site presence three days a week, offering a salary between $54,000 and $73,000 based on experience.

Qualifications

3+ years of experience in technical support or product operations.
Understanding of technical systems and application integration concepts.
Ability to troubleshoot and analyze issues effectively.

Responsibilities

Manage end-to-end product support process for clients.
Serve as primary contact for integration inquiries.
Translate complex technical information for non-technical stakeholders.

Skills

Technical support experience

Strong customer communication

Problem-solving skills

Organizational skills

Proficiency in CRM software

API familiarity

Data format interpretation

Education

Bachelor's degree in Information Systems or related field

Tools

Postman

Insomnia

Job description

4 weeks ago Be among the first 25 applicants

This range is provided by Zipliens. Your actual pay will be based on your skills and experience—talk with your recruiter to learn more.

Base pay range

$54,000.00/yr - $73,000.00/yr

We're seeking a Product Support & Integrations Analyst to join our team and help ensure a seamless experience for our customers. In this role, you'll manage the end-to-end product support process—serving as the primary point of contact for client integration inquiries and technical requests. You'll also collaborate closely with our cross-functional teams to document issues, gather feedback, and support the delivery of high-quality solutions. The ideal candidate combines strong communication skills with technical curiosity and enjoys translating complex information into clear, actionable insights that help customers and teams succeed.

This role focuses on supporting our SaaS product functionality, customer integrations, and workflow-related issues—not internal IT, hardware support, or employee help desk work.

Responsibilities

Manage the end-to-end product support process, ensuring timely and effective resolution of issues and requests
Serve as the primary point of contact for client integrations, including reviewing data structures (e.g., JSON/XML payloads, field mappings), diagnosing integration issues, and guiding clients on how to correctly format or send data for successful processing
Perform initial assessment, troubleshooting, and reproduction of incoming product ideas, bugs, and requests to determine whether they can be resolved before escalation
Guide customers (internal and external) on how to use existing product functionality or integrations to meet their needs, helping reduce unnecessary escalations and duplicate feature requests
Partner with the Product Owner and development team to gather details and context around product requests or ideas, report bugs, and gather feedback from customers
Translate technical integration concepts and issues into understandable terms for non-technical stakeholders and clients
Assist in documenting customer feedback for new integrations and feature enhancements
Identify trends in support requests and integration challenges to inform process improvements and future product development
Maintain and continually improve support documentation, workflows, and knowledge bases as systems evolve
Collaborate cross-functionally to validate workarounds, clarify expected behavior or edge cases, and surface technical insights that improve product stability and customer experience

Qualifications

3+ years of experience in a technical support, business systems, or product operations role involving strong customer communication and cross-functional collaboration
Understanding of technical systems, data flows, and application integration concepts
Ability to perform initial root-cause analysis by troubleshooting, reproducing, and narrowing down issues before escalation
Excellent communication, interpersonal, and presentation skills, with the ability to build trust and effectively manage customer expectations
Proven ability to translate technical information into clear, concise language for various audiences
Highly organized, with the ability to manage multiple requests, set priorities, and work both independently and collaboratively in a fast-paced, customer-driven environment
Proficiency in using CRM and help desk software
Familiarity with APIs, integration processes, and related testing tools (e.g., Postman, Insomnia)
Ability to read and interpret common data formats such as JSON or XML; exposure to SQL or other data query tools a plus
Basic understanding of system architecture or networking fundamentals (e.g., data transmission, authentication, service communication)
Bachelor's degree preferred in Information Systems, Business, Computer Science, or a related field, or equivalent practical experience
This role requires on-site presence at least three days per week (60%) in our Spring Hill, TN office

Benefits

Comprehensive Health Benefits (Medical, Dental, and Vision), including HSA with employer contributions, FSA, and Dependent Care FSA
Company-Paid Life Insurance and Short-Term Disability
401(k) Plan with Company Match
Paid Time Off (Vacation, Sick Leave, and 10 Holidays)
Paid Parental Leave

Pay Disclosure: The total base salary range for this role is $54,000 - $73,000 annually, with an opportunity for a discretionary bonus. Final compensation will be determined based on skills and experience.

Seniority level