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Product Support Analyst (EDI & API)
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Job Description
- Req#: f5caa8bf-fa90-407c-ac30-74e8457eff3a
Employer Industry: Supply Chain Technology
Why consider this job opportunity:
- Salary up to $92,000 per year
- Opportunity for career advancement and growth within the organization
- Work remotely anywhere within the United States
- Supportive and collaborative work environment
- Chance to make a positive impact on customer satisfaction and the developer experience
What to Expect (Job Responsibilities):
- Resolve complex issues across EDI workflows and API usage, clearly explaining technical concepts to both developers and business users
- Manage inbound requests within defined SLAs, ensuring high customer satisfaction
- Identify repeat issues and patterns; partner with Product and Engineering to prioritize fixes and enhance the overall developer experience
- Create and maintain Knowledge Base articles to drive customer self-service and ticket deflection
- Identify urgent platform issues and escalate with clear technical context and reproduction steps
What is Required (Qualifications):
- Deep, hands-on understanding of EDIFACT and X12 specifications
- Experience troubleshooting REST APIs and understanding JSON structures
- Familiarity with AS2, SFTP, and HTTP protocols
- Proven ability to trace complex integration errors to their root cause in a high-volume SaaS environment
- Excellent written communication skills, with the ability to simplify technical problems for diverse stakeholders
How to Stand Out (Preferred Qualifications):
- Experience with modern support tools (Intercom, Salesforce, or Jira)
- Background in retail or transportation logistics
#SupplyChainTech #CustomerSupport #RemoteWork #CareerGrowth #EDI
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