Product Support Analyst

Bullhorn

Product Support Analyst assisting Bullhorn customers with technical challenges and providing exceptional support. Responsible for troubleshooting and ensuring customer satisfaction through effective communication and problem resolution.

Posted 5/24/2026full-timeRemote • 🏈 Anywhere in North AmericaMid-LevelSenior💰 $25 per hourWebsite

Tech Stack

Tools & technologies

SQL

About the role

Key responsibilities & impact

Answering incoming Bullhorn customer tickets via phone, email, and/or chat, asking questions and gathering information to quickly resolve issues
Partnering with the customer to quickly identify challenges and technical issues, understanding the impact to their business
Using your software product knowledge (along with empathy for our customers) to help fix important issues quickly while also helping prevent recurring issues in the future
Being a critical thinker and using independent judgment when required to solve challenging or new problems that arise
If unable to fix the issue yourself, connecting the customer to the right experts via defined escalation paths
Communicating with customers proactively (mostly by phone) to update them on progress and do things when you say you’re going to do it
Share your knowledge gained from troubleshooting issues by contributing to the global Bullhorn knowledge management system through flagging, editing, creating, and reusing articles
Adhering to key customer and team-focused metrics to maintain high standards in performance

Requirements

What you’ll need

You love interacting with people and have a proven track record of delivering incredible customer experiences through client/customer-facing interaction
You are a quick learner who can confidently articulate software-related and technical concepts
You can demonstrate deep caring and critical thinking around problem resolution
You have 1-3 years’ experience in technical troubleshooting in a B2C or B2B environment (Bonus Points)
You have 1+ year of experience in delivering software support (Bonus Points)
You have 1+ year of recent hands-on experience with relational databases (SQL Server), NOT A MANDATORY REQUIREMENT FOR THIS ROLE

Benefits

Comp & perks

Benefits eligibility effective DAY ONE including Medical, Dental, Vision, 401(k), 401(k) Match, and more
Unlimited Planned Paid Time Off
Global Mental Health Support
On-Demand Learning & Development
Quarterly paid volunteer days
Lucrative Employee Referral Program (eligible for prior to your first day)
Company-wide mentor program

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

technical troubleshootingsoftware supportrelational databasesSQL Server

Soft Skills

customer experiencecritical thinkingcommunicationempathyproblem resolutionindependent judgmentquick learner