Product Support Analyst (HCM)

[…] are seeking a Product Support Analyst to join our Global Support team. This role is key to ensuring our customers maximize the value of […]’s solutions. You’ll work in a fast-paced, collaborative environment, acting as a trusted advisor and technical expert for […]’s industry-specific enterprise software.

Provide high-quality technical support for […] applications, ensuring customer satisfaction and product usability. Troubleshoot application issues, perform root cause analysis, and guide customers through solutions via phone, email, and web-based tools. Collaborate with internal teams including Product Management, Development, and Cloud Operations to resolve escalated issues.

Document knowledge in the form of incident notes, technical articles, and operational procedures. Prioritize and manage multiple open issues while delivering consistent updates to stakeholders. Participate in customer calls and screen-sharing sessions as needed to support complex issues.

Contribute to continuous improvement initiatives within the support organization. Experience in application or technical support, preferably in a SaaS or ERP environment. Problem solving experience; being able to dissect technical problems and translate findings to non-technical users.

Experience with SQL and relational databases (e.g., MS SQL Server, Oracle). Experience with enterprise software in areas like finance, supply chain, or manufacturing is a plus. Experie