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Zipliens · 1 month ago

Product Support & Integrations Analyst

Spring Hill, TN

Full-time

Onsite

Mid Level

$54K/yr - $73K/yr

3+ years exp

Zipliens is seeking a Product Support & Integrations Analyst to join their team and ensure a seamless experience for customers. The role involves managing the end-to-end product support process, serving as the primary point of contact for client integration inquiries, and collaborating with cross-functional teams to document issues and support high-quality solutions.

ConsultingEmergency MedicineMedical

Responsibilities

Manage the end-to-end product support process, ensuring timely and effective resolution of issues and requests

Serve as the primary point of contact for client integrations, including reviewing data structures (e.g., JSON/XML payloads, field mappings), diagnosing integration issues, and guiding clients on how to correctly format or send data for successful processing

Perform initial assessment, troubleshooting, and reproduction of incoming product ideas, bugs, and requests to determine whether they can be resolved before escalation

Guide customers (internal and external) on how to use existing product functionality or integrations to meet their needs, helping reduce unnecessary escalations and duplicate feature requests

Partner with the Product Owner and development team to gather details and context around product requests or ideas, report bugs, and gather feedback from customers

Translate technical integration concepts and issues into understandable terms for non-technical stakeholders and clients

Assist in documenting customer feedback for new integrations and feature enhancements

Identify trends in support requests and integration challenges to inform process improvements and future product development

Maintain and continually improve support documentation, workflows, and knowledge bases as systems evolve

Collaborate cross-functionally to validate workarounds, clarify expected behavior or edge cases, and surface technical insights that improve product stability and customer experience

Qualification

Technical support experienceApplication integration conceptsCRMHelp desk softwareAPIsIntegration processesData formats (JSON/XML)Root-cause analysisCommunication skillsInterpersonal skillsPresentation skillsOrganizational skills

Required

3+ years of experience in a technical support, business systems, or product operations role involving strong customer communication and cross-functional collaboration

Understanding of technical systems, data flows, and application integration concepts

Ability to perform initial root-cause analysis by troubleshooting, reproducing, and narrowing down issues before escalation

Excellent communication, interpersonal, and presentation skills, with the ability to build trust and effectively manage customer expectations

Proven ability to translate technical information into clear, concise language for various audiences

Highly organized, with the ability to manage multiple requests, set priorities, and work both independently and collaboratively in a fast-paced, customer-driven environment

Proficiency in using CRM and help desk software

Familiarity with APIs, integration processes, and related testing tools (e.g., Postman, Insomnia)

Ability to read and interpret common data formats such as JSON or XML; exposure to SQL or other data query tools a plus

Basic understanding of system architecture or networking fundamentals (e.g., data transmission, authentication, service communication)

This role requires on-site presence at least three days per week (60%) in our Spring Hill, TN office