SaaS Product Support & Insights Analyst

PureCars; Kansas City (MO); Sur place; USD 65 000 - 90 000; Plein temps

Avantages offerts par ce poste

Base salary + uncapped commission

401(k) with company match

Laptop provided

Open PTO policy

Product and skill education

Collaborative team across the nation

Résumé du poste

PureCars in the United States is seeking a Product Support Analyst to join our product team and help triage and analyze internal support requests. You will partner with product, engineering, operations, and customer support to prioritize issues and communicate findings.

You will develop reports on diagnostic information, leverage internal AI tools, and create knowledge-base content to educate teams and customers. A strong SaaS support background and agile mindset are essential.

Qualifications

• 1-3 years of experience providing customer support for a SaaS product.
• Strong negotiation and communication skills.
• Balance empathy with big-picture priorities for the business.
• Work cross-functionally and build alignment.
• Technically curious to become a product expert.
• Experience with product and engineering teams.
• Excellent written and verbal communication; synthesize complex information.
• Prioritize and execute tasks efficiently.
• Proven track record of solving complex problems.
• Deep familiarity with agile frameworks.
• Excel or Google Sheets: pivot tables, VLOOKUPs, regex, imports.

Responsabilités

• Triaging and analyzing support requests for a SaaS product.
• Provide second-level product support to the customer support team.
• Collaborate with product, engineering, operations, and support to prioritize issues.
• Develop reports to monitor diagnostic information and trends.
• Use internal AI tools to understand system behavior.
• Maintain reports used to inform customers about product performance.
• Prioritize and rank the impact of incoming customer issues for escalation.
• Create knowledge-base articles to spread learning across the organization.
• Coach the support team on new features and ensure documentation is up to date.

Connaissances

Customer support

Communication

Cross-functional collaboration

Agile familiarity

Prioritization

Technical curiosity

Product knowledge

Problem solving

SaaS expertise

Analytical thinking

Synthesis of information

Outils

Jira

Confluence

Google Sheets

Description du poste

PureCars in the United States is seeking a Product Support Analyst to join our product team and help triage and analyze internal support requests. You will partner with product, engineering, operations, and customer support to prioritize issues and communicate findings.

You will develop reports on diagnostic information, leverage internal AI tools, and create knowledge-base content to educate teams and customers. A strong SaaS support background and agile mindset are essential.