Product Support Specialist II

The Harvest Group; Rogers (AR); On-site; USD 60,000 - 80,000; Full time

Job summary

The Harvest Group is seeking a Product Support Specialist II based in Rogers, AR. This role focuses on delivering seamless product and data experiences for employees and clients, owning complex cases and coordinating cross-team resolutions within the Harvest Group stack.

You will mentor teammates, drive process improvements, and contribute to automation and onboarding of new data sources, reinforcing our commitment to excellent service and data-driven solutions.

Qualifications

• 3–5 years of experience in technical support, help desk, data operations, BI support, or a related field.
• Strong written and verbal communication skills with a customer service mindset.
• Comfortable working with data—able to run and modify existing queries, interpret reports, and investigate discrepancies.
• Experience with a ticketing or service management platform, including configuring workflows and automation.
• Experience driving issue resolution and coordinating across teams.
• Strong ownership, accountability, and ability to mentor others and share knowledge.

Responsibilities

• Coordinate across technology teams to resolve escalations and drive root-cause resolution.
• Deliver "Extraordinary Service" through the help desk and other channels.
• Troubleshoot data-related issues and respond to user feedback.
• Assist with ad-hoc requests.
• Support and improve the process for onboarding new client data sources.
• Plan and implement innovation user stories that advance product support objectives.
• Identify and implement process, tooling, and automation improvements.
• Apply service desk expertise to move Harvest Group toward best-in-class support and an industry-leading technology platform.
• Build automation in ticket and project management tools (e.g., JIRA).
• Mentor Specialist I team members and contribute documentation and knowledge base standards.

Skills

Technical support

Data analysis

Communication

Tools

JIRA

SQL

Job description

Position: Product Support Specialist II

Location: Rogers, AR

Job Id: 588

# of Openings: 1

Harvest Group is an integrated commerce agency that helps high-growth consumer brands win in today's complex retail landscape. Since 2006, we've partnered with some of the world's most recognized brands to navigate the intersection of in-store and digital commerce, retail media, and social platforms across leading retailers including Walmart, Sam's Club, Target, Amazon, Costco, and Kroger.

What sets Harvest Group apart is our connected approach. By aligning strategy, execution, and insights across every stage of the retail journey—and powering that work through our proprietary technology platform,we help brands create sustainable growth in an increasingly dynamic marketplace.

But our success starts with our people.

At Harvest Group, our culture and values shape how we work, serve our clients, and support one another. We believe in building meaningful relationships, pursuing excellence with humility, and creating an environment where talented individuals can do their best work while continuing to grow professionally and personally.

Our commitment to our people has earned recognition as one of the nation's best workplaces, including:

• Inc. Best Places to Work (2025, 2026)
• Great Place to Work Certified (2024)
• Fortune Best Workplaces for Women (2024)
• Fortune Best Medium Workplaces (2024)
• Fortune Best Consulting & Professional Services Workplaces (2024)
• Business Intelligence Group Best Places to Work (2023)

Our Values

• Integrity – Doing what is right in all things
• Relationship – Pursuing depth, trust, and collaboration
• Service – Laboring for others with humility and care
• Excellence – Delivering extraordinary performance and results with humility
• Journey – Embracing our past and planning for our future with faith

Description

The Product Support Specialist II is responsible for a seamless product and data experience at Harvest Group for employees and clients. Because our proprietary applications are data-dependent, this role will assist in supporting the full Harvest Group product technology stack. The Specialist II is an experienced individual contributor who owns complex support cases and coordinates root-cause investigation/resolution across teams, designs new approaches to data onboarding, and drives support through innovation and automation. This role works independently, guides peers, and serves as a connective point between end users and the technology teams that own the underlying platform.

Our approach to servicing our employees is grounded in our values. To deliver excellence for our Harvest Group employees, we do require that this role is based in Rogers, AR. If you are applying but do not currently reside in this market, please note that relocation will not be covered by Harvest Group.

Responsibilities

• Coordinate across technology teams to resolve escalations and drive root-cause resolution, demonstrating leadership and growing expertise in the Harvest Group stack, products, and teams.
• Deliver "Extraordinary Service" through the help desk and other channels.
• Troubleshoot data-related issues and respond to user feedback.
• Assist with ad-hoc requests.
• Support and improve the process for onboarding new client data sources.
• Plan and implement innovation user stories that advance product support objectives.
• Identify and implement process, tooling, and automation improvements.
• Apply service desk expertise to move Harvest Group toward best-in-class support and an industry-leading technology platform.
• Build automation in ticket and project management tools, i.e JIRA
• Mentor Specialist I team members and contribute documentation and knowledge base standards.

Requirements

• 3–5 years of experience in technical support, help desk/service desk, data operations, BI support, or a related field.
• Strong written and verbal communication skills with a customer service mindset.
• Comfortable working with data - able to run and modify existing queries, interpret reports, and investigate discrepancies.
• Experience with a ticketing or service management platform, including configuring workflows and automation.
• Experience driving issue resolution and coordinating across teams.
• Strong ownership, accountability, and systems thinking, with the ability to mentor others and share technical knowledge.

Preferred

• CPG / retail data domain expertise.
• Proficiency in SQL, including joins and troubleshooting complex data discrepancies.
• Understanding of how data moves from source systems through processing and into reporting and visualization tools.
• Familiarity with common methods of exchanging data between systems (file feeds, APIs, scheduled transfers).
• Knowledge of service desk frameworks (e.g., ITIL).
• Knowledge of agile framework
• Scripting for automation (e.g., Python).

Our heart at Harvest is to provide and maintain a work environment that fosters diversity, inclusivity, authenticity, mutual respect, professionalism, and growth. Harvest Group is an equal opportunity employer that does not discriminate on the basis of race, creed, color, religion, age, marital status, familial status, national origin, ancestry, disability or handicap, sexual orientation, gender identity or expression, veteran status, and any other characteristic protected by applicable federal, state, or local laws.