Product Support Analyst

Revenue Management Solutions • Tampa, FL

7d • Hybrid

About The Position

As a Product Support Analyst, you will play a pivotal role in supporting the development, delivery, and ongoing success of RMS’ SaaS product portfolio, which includes analytics and data-driven solutions used by leading restaurant brands worldwide. You’ll work in a tech-focused, collaborative environment, leveraging modern cloud-based technologies such as Azure. Supporting one or more RMS products, you will collaborate with cross-functional teams and users globally, contributing across multiple stages of the product lifecycle—from issue resolution and user support to documentation and continuous improvement.

Requirements

• Bachelor’s degree in computer science, information systems, business, or a related field, or equivalent practical experience.
• Excellent interpersonal and customer service skills, with strong written and verbal communication for both technical and non-technical audiences.
• Solid understanding of database design/structure and working knowledge of SQL.
• Strong analytical, problem-solving, and troubleshooting skills; a critical thinker who asks why, questions results that don’t look right, and finds the root cause.
• Strong attention to detail, especially when validating data and reviewing output, including AI-generated work.
• Highly organized and adaptable, able to manage multiple priorities and deadlines in a dynamic environment without losing track of details.
• Strong sense of ownership and accountability; responsive and dependable, following through quickly with users and teammates.
• Self-motivated and able to work independently as well as part of a team.
• Commitment to continually expanding skills and knowledge.

Nice To Haves

• Proven experience as a Product Support Analyst or in a similar support-focused role.
• Experience supporting enterprise SaaS products.
• Familiarity with hospitality, analytics, or multi-unit operations.
• Experience with T-SQL and/or Azure DevOps.
• Experience with data QA processes and validating large datasets.
• Hands-on experience using AI tools such as Claude or Claude Code for data processing, scripting, or workflow automation.

Responsibilities

• Provide hands-on technical support to troubleshoot and resolve user issues across RMS SaaS products, so users can rely on RMS products day to day.
• Communicate with users via phone, chat, email, and support ticketing systems to diagnose issues, assess resolution steps already taken, and guide users to solutions.
• Collaborate with users, Product teams, and Software Engineering teams to investigate and resolve support requests.
• Develop deep expertise in assigned RMS products, including system functionality, database structures, and stored procedures.
• Maintain detailed and accurate records of support activities within the support ticketing system.
• Monitor incoming support requests to ensure timely responses and resolution in line with service expectations.
• Create, update, and maintain user guides, training materials, and other documentation to enhance the user experience.
• Partner with internal teams to identify recurring issues and contribute to product and process improvements.
• Process, clean, and validate incoming data, running quality checks to catch anomalies before they reach clients or products.
• Use AI tools (e.g., Claude, Claude Code) to automate data processing, QA checks, and recurring workflows, and document these processes so the team can reuse them. Training on these tools is provided.

Benefits

• 100% employer-paid HSA medical insurance, or 80% employer-paid medical insurance for HMO and PPO plans, for you and qualifying dependents
• Dental and vision insurance (80% employer-paid)
• Basic Life and AD&D insurance (100% employer-paid)
• Telemedicine (100% employer-paid)
• 401(k) plan with a company matching contribution of 4% of annual gross salary, with immediate vesting
• 15 days of paid vacation in your first year (prorated), increasing to 20 days after two years and 25 days after ten years
• 8 paid holidays plus 1 personal floating holiday
• Gym membership or ClassPass (optional)
• Access to optional group insurance plans (100% employee-paid): Accident, Critical Illness, Hospital, Voluntary Life and AD&D, Long-Term Disability, Short-Term Disability, and Pet Insurance

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level