Product Support Analyst

What you'll do

• Serve as the primary point of contact for global financial institution clients regarding product features and system functionality.
• Partner with Customer Enablement Consultants to provide coordinated, high-quality support outcomes for assigned portfolios.
• Guide users on best practices for utilizing core applications and modules to maximize value.
• Investigate and troubleshoot reported bugs while gathering technical details for escalation to senior team members.
• Maintain and update internal process documentation, including troubleshooting runbooks and workflow guides.
• Create and update user-friendly self-service content for the Knowledge Base to reduce inbound support volume.
• Identify and implement AI tools and automation workflows to improve resolution speed and reduce manual effort.

What we're looking for

• Must have a Bachelor's degree and at least 5 years of related experience, an advanced degree with 3+ years of experience, or equivalent experience.
• Must be authorized to work for any employer in the U.S.
• Must possess fluent written and oral communication skills in English.
• Experience with Salesforce Service Cloud or other customer support technologies is required.
• Troubleshooting experience is preferred.
• Experience supporting enterprise or financial institution clients is a strong differentiator (preferred).