Orderful

Product Support Analyst – EDI, API

Orderful

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $73,000 - $92,000 per year

About the role

  • Resolve complex issues across EDI workflows and Orderful API usage; explain technical concepts clearly to both developers and business users
  • Manage inbound requests within defined SLAs, ensuring high customer satisfaction
  • Identify repeat issues and patterns; partner with Product and Engineering to prioritize fixes and improve the overall developer experience
  • Create and maintain Knowledge Base articles to drive customer self-service and ticket deflection
  • Identify urgent platform issues and escalate with clear technical context and reproduction steps

Requirements

  • Deep, hands-on understanding of EDIFACT and X12 specifications
  • 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.
Benefits
  • Health insurance
  • Flexible work arrangements
  • Professional development opportunities

Applicant Tracking System Keywords

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

Hard skills
EDIFACTX12REST APIsJSONAS2SFTPHTTP protocolsintegration troubleshootingSaaS
Soft skills
written communicationproblem simplificationownershipindependent investigationescalation