Orderful

Compensation

Full Description

About the Role As a Product Support Analyst, you’ll bridge the gap between modern API technology and global supply chain standards. You will triage and resolve technical questions through our ticketing system, acting as a subject matter expert for our cloud-based EDI platform. Your mission is to deliver fast, accurate support while building the knowledge base to help our support scale. To support close collaboration with our EU partners, this role works a 4:00 AM–1:00 PM ET schedule. These hours are a core part of the role, so we encourage candidates to consider their ability to commit before applying. Core Responsibilities Technical Troubleshooting: Resolve complex issues across EDI workflows and Orderful API usage; explain technical concepts clearly to both developers and business users. Ticket Ownership: Manage inbound requests within defined SLAs, ensuring high customer satisfaction. Platform Advocacy: Identify repeat issues and patterns; partner with Product and Engineering to prioritize fixes and improve the overall developer experience. Documentation: Create and maintain Knowledge Base articles to drive customer self-service and ticket deflection. Escalation Management: Identify urgent platform issues and escalate with clear technical context and reproduction steps. Requirements Critical EDI Skills: Deep, hands-on understanding of EDIFACT and X12 specifications is non-negotiable. API Proficiency: Experience troubleshooting REST APIs and understanding JSON structures. Connectivity: Familiarity with AS2, SFTP, and HTTP protocols. Analytical Mindset: Proven ability to trace complex integration errors to their root cause in a high-volume SaaS environment. Communication: Excellent written skills, with the ability to simplify technical problems for diverse stakeholders. Proactive & self-starting: Able to take ownership of tickets, investigate independently, and escalate with clear context when needed. Preferred Experience with modern support tools (Intercom, Salesforce, or Jira). Background in Retail or Transportation logistics. At Orderful, one of our core values is building a great community. We are looking for strong, diverse, and supportive team members. We welcome everyone to apply. Come join our team, where we celebrate differences, play to our strengths, and encourage growth!