Business Applications Support Analyst
XS Brokers
Product Support Engineer
YipitData
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
Tech Stack
SQL
About the role
- Frontline triage and resolution: monitor inbound tickets (Intercom/Jira) and on-app feedback; acknowledge quickly, troubleshoot methodically, resolve or route with clear context
- Reproduce and debug issues: use browser dev tools, logs, and basic SQL to isolate problems (e.g., unentitled access, CSV export failures, search/index quirks, stale charts, login/SSO/ToS acceptance)
- Entitlements and account hygiene: verify seat/domain settings, resolve “unentitled” states, and coordinate with admins to fix access misconfigurations
- Data quality & freshness checks: run smoke tests after monthly data updates; validate key Signals metrics render and export correctly
- Monitoring and incident response: watch app and analytics dashboards (e.g., Mixpanel, Datadog, Internal Tooling); escalate based on runbooks; help reduce MTTA/MTTR
- Knowledge base and runbooks: write and maintain user-facing help articles and internal playbooks
- Feedback loop: synthesize ticket patterns into actionable insights for Product; help prioritize fixes and small UX wins that reduce support load
- Release readiness: participate in UAT/smoke tests for new features, confirm tracking events, and update help content
- Compliance basics: ensure ToS/privacy acceptance is captured; confirm support email links and disclaimers are visible and correct across pages
- Cross-functional collaboration: partner closely with Application Engineering, Data Engineering, and Product to resolve issues and improve the product
Requirements
- 0–2 years in product support, QA, technical support, or customer success for a web SaaS product
- Strong troubleshooting instincts and customer empathy
- Working knowledge of web apps: HTTP/REST, JSON, cookies/sessions, browser dev tools, common SSO/MFA pitfalls
- Comfort with basic SQL (SELECT, filters, simple joins) to verify records and metrics; ability to read logs
- Familiarity with ticketing and analytics tools (e.g., Intercom, Jira, Mixpanel, Datadog)
- Clear, concise writing for users and internal audiences (KB articles, runbooks, ticket summaries)
- Bias to action and ownership; you close the loop and document what you learn
- Please note that for this position, we are not able to consider candidates who currently or in the future will require visa sponsorship
Benefits
- We offer flexible work hours
- Flexible vacation
- A generous 401K match
- Parental leave
- Team events
- Wellness budget
- Learning reimbursement
- Comprehensive benefits, perks, and a competitive salary
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
SQLHTTPRESTJSONbrowser dev toolsticketing toolsanalytics toolssmoke testingdebuggingdata validation
Soft skills
troubleshootingcustomer empathyclear writingbias to actionownershipcross-functional collaborationsynthesis of insightsproblem-solvingcommunicationattention to detail
