Product Support Specialist II

Harvest Group; Rogers (AR); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

401k contributions

PTO 22 days

Holidays 12

Pet insurance

Job summary

Harvest Group in Rogers, AR is seeking a Product Support Specialist II to oversee complex support cases and coordinate root-cause resolution across teams. You will design data onboarding approaches and drive improvements through automation and innovation, acting as a bridge between end users and the technology stack.

As a seasoned specialist, you will mentor Junior team members, own ticket workflows in Jira, and partner with product and data teams to deliver an exceptional employee and client

Qualifications

• 3–5 years in technical support, help desk, data operations, BI support, or related field.
• Strong written and verbal communication with a customer-service mindset.
• Comfortable running and interpreting queries and reports.
• Experience with a ticketing or service-management platform and automation.
• 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 and data onboarding improvements.
• Plan and implement automation and tooling improvements.
• Mentor Specialist I team members and contribute to documentation.

Skills

Technical support

Customer service

Data analysis

SQL basics

Tools

JIRA

Job description

Harvest Group was founded with the vision to create a workplace that celebrates and supports the whole person.

We want you to keep being you…just working with us.

Life is flexible, work should be too.

We love being together at the office but we know that productivity looks different for everyone. We encourage a culture of flexible work and take work/life balance seriously.

Benefits for everyone.

We are proud to offer a full benefits package designed to support our people in every stage of life. 401k contributions, 22 days of PTO, 12 holidays, pet insurance, and more.

We like each other.

From company-wide events to sub-team outings, we take the time to connect outside of the office. Picnics, pickleball, escape rooms, happy hours, you name it.

Our Values

What does being a values led culture really mean? Our values are not a set it and forget it bunch of words to check the box. We have many practical ways we weave our values into the fabric of our daily life at Harvest, including our annual values awards and quarterly values team meeting where we share tangible stories of our teammates living out our values in their personal and professional lives. We live and breathe our values in the way we serve our clients and our people.

I’m a people person, and the people I get to engage with here at HG are top notch. My co-workers, the brands we represent, and our retailer contacts are outstanding.

Meredith Sr. National Account manager

The secret recipe of Harvest is the culture, it is a place where you feel valued and cared for. Being surrounded by great people who help you grow and be a better person, is a blessing!

Mahmoud People & Culture

It's special to work at a place that values you not just for what you can contribute but for who you actually are. As a mom, my priority is my family & I truly feel that Harvest wants me to keep it that way, all while supporting me to do my best work.

The people at Harvest are humble, honest, authentic, caring, fun and lead by example every day. How can you not love a company that loves you, invests in you, and believes in you?

My team is passionate, competitive, smart and cares about each other deeply as well as serving our clients well and delivering awesome results.

I’m a people person, and the people I get to engage with here at HG are top notch. My co-workers, the brands we represent, and our retailer contacts are outstanding.

Meredith Sr. National Account manager

The secret recipe of Harvest is the culture, it is a place where you feel valued and cared for. Being surrounded by great people who help you grow and be a better person, is a blessing!

Mahmoud People & Culture

It's special to work at a place that values you not just for what you can contribute but for who you actually are. As a mom, my priority is my family & I truly feel that Harvest wants me to keep it that way, all while supporting me to do my best work.

The people at Harvest are humble, honest, authentic, caring, fun and lead by example every day. How can you not love a company that loves you, invests in you, and believes in you?

My team is passionate, competitive, smart and cares about each other deeply as well as serving our clients well and delivering awesome results.

Every year, the Harvest Group team comes together for Big Meeting—three days of connection, collaboration, and vision-casting. From strategic sessions to beloved traditions like the Harvest Group Band, karaoke, and our Values Dinner, it’s where we celebrate what makes our culture special and the people who bring it to life.

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 IIis responsible fora seamless product and data experience at Harvest Group for employees and clients. Because our proprietary applications are data-dependent, this role willassistin supporting the full Harvest Group product technology stack.The SpecialistII is an experienced individual contributor whoownscomplex support cases and coordinatesroot-cause investigation/resolution across teams, designsnew approachesto 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 roleisbased inRogers,AR.If you are applying but do not currentlyresidein 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,demonstratingleadership and growingexpertisein 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 implementinnovationuser stories that advance product supportobjectives.
• Identifyand implement process, tooling, and automation improvements.
• Applyservice deskexpertiseto move Harvest Group toward best-in-class support and an industry-leading technology platform.
• Build automation in ticket and project management tools,i.eJIRA
• MentorSpecialist Iteam 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, ora relatedfield.
• Strong written and verbal communication skills with a customer service mindset.
• Comfortable working with data-able to run andmodifyexisting 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, andsystemsthinking, with the ability to mentor others and share technical knowledge.

Preferred

• Proficiencyin SQL, includingjoinsand 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 andmaintaina 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.

In order to provide equal employment and advancement opportunities to all individuals, employment decisions at Harvest Group will be based on merit, qualifications, and abilities. Harvest Group does not discriminate in employment opportunities or practices on the basis of race, color, religion, sex, national origin, age, mental or physical disability, sexual orientation (including transgender status, gender identity or expression), pregnancy (including childbirth, lactation, and related medical conditions), military service and/or veteran status, citizenship status, and genetic information, or any other characteristic protected by law.