Orderful · 1 day ago
Product Support Analyst (EDI & API)
United States
Full-time
Remote
Mid Level
$73K/yr - $92K/yrOrderful is reinventing how businesses connect and trade by modernizing EDI for global commerce. As a Product Support Analyst, you will bridge the gap between API technology and supply chain standards, providing technical support and managing customer inquiries to enhance the overall user experience.
LogisticsManufacturingSupply Chain Management
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
Qualification
Required
Deep, hands-on understanding of EDIFACT and X12 specifications is non-negotiable
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 skills, with the ability to simplify technical problems for diverse stakeholders
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
Company
Orderful
Orderful is a complete cloud EDI platform for manufacturers, distributors, retailers, and technology companies.
Founded in 2016
51-200 employees
H1B Sponsorship
Orderful has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2024 (1)
2020 (1)
Funding
Current Stage
Growth StageTotal Funding
$44MKey Investors
NewRoad Capital PartnersTyson VenturesGLP Capital Partners
2024-11-13Series Unknown· $15M
2024-07-24Grant
2024-07-08Series B
Leadership Team
Erik Kiser
Founder and CEO
Recent News
Company data provided by crunchbase