Product Support Analyst

The Product Support Analyst will report to the Senior Product Support Manager

Product Support Analyst - What You’ll Do:

• Work on our product team, spending about half of your time triaging and analyzing support requests from internal teams, and providing second-level product support to the customer support team
• Work cross-functionally with our product, engineering, operational and customer support teams to decide which problems we solve for our customers and how we prioritize them
• Develop reports to monitor the flow of diagnostic information across the organization in order to highlight trends which could have downstream impact to our customers and teams
• Use internal AI tool to understand how internal systems are supposed to behave through its access to the PureCars code repository
• Develop/ maintain reports that are used by our internal teams to provide our customers with information about how our products are performing for them
• Prioritize and rank the impact of incoming customer issues to help better our escalation processes.
• Relay insights from the product and engineering teams back to the customer support team so that everyone is on the same page including creating knowledge-base articles to spread learning throughout the organization
• Coach our customer support team on new product features and their technical details and ensure that our documentation is up to date.

• 1-3 years of experience providing customer support for a SaaS product.
• Strong negotiation and communication skills.
• Confident in balancing empathy for the customer with big-picture priorities for the business.
• Ability to work cross-functionally and build alignment.
• Technically curious individual who strives to become a product expert wherever you go.
• Experience working directly with product and engineering team members.
• Excellent written and verbal communication, ability to synthesize complex information into simple messages.
• Ability to prioritize and execute tasks efficiently.
• Extensive track record of solving complex problems, both externally for customers and internally within a business
• Deep familiarity with agile frameworks.
• Excel or google sheets experience: ability to create pivot tables, V-lookups, regex and imports.

Nice to Have/ Bonus Qualifications:

• Digital marketing and/or digital advertising experience
• Google analytics and/or Google Tag Manager knowledge
• SQL knowledge
• Experience using Jira and Confluence and Google Sheets
• Experience using Claude or similar AI tools

Pulled from the full job description

• 401(k) matching
• Paid time off
• Open paid time off, * Strong base salary coupled with an uncapped commission structure
• Company 401(k) matching with vesting schedule
• Company provided laptop
• Open PTO policy - take the time you need to travel and relax
• Continuous company product and skillset education
• Fun, collaborative team that you will get to partner with across the nation!

Since 2007, PureCars has helped thousands of dealers improve their advertising effectiveness, while lowering ad costs per unit sold and per repair order. Through our unique combination of advanced advertising solutions, digital merchandising and market analytics, we provide dealers and partners with best-in-class solutions that increase efficiency and profitability. We are a certified digital provider for 19 OEMs in the U.S. and 1 in Canada, compliant with 40+ brands and serve 65 of the top 100 dealer groups in North America.

We are focused on investing in world-class talent and technology in order to help our partners dominate their markets in new and innovative ways.