Product Support Analyst

Duration: 12 month contract with extensions likely

Location: 75063 - 5x/week onsite

Rate: $55-65/hr

Exact compensation may vary based on several factors, including skills, experience, and education.

Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.

Primary requirements/skills:

• 7+ years of strong experience in production or application support for internal, business‑critical applications
• Solid SQL query proficiency for troubleshooting, validation, and root‑cause analysis of middleware or integration platforms
• Experience reviewing and parsing application and system logs to diagnose issues
• Hands‑on troubleshooting mindset with the ability to determine whether issues stem from the application, integrations, or user behavior
• Familiarity with Azure Log Analytics and KQL for reviewing application and system logs
• Experience supporting applications backed by databases (MongoDB preferred)
• Ability to translate operational issues into clear bug reports for Scrum Masters and engineering teams
• Working knowledge of Jira and Confluence for ticketing and documentation
• Strong communication skills with the ability to work across technical and non‑technical stakeholders

Plusses:

• Background in manufacturing, logistics, warehouse operations, or industrial automation environments
• Experience with Oracle EDS or ERP integrations

Day to day:

The Product Support Analyst will serve as the primary support point of contact for a custom, internal middleware application used in a large‑scale physical warehouse and logistics center. This application enables communication between physical automation equipment and backend enterprise ERP systems, supporting highly automated warehouse operations. Day-to-day, this individual will work closely with operations teams who report issues such as system errors, malfunctioning workflows, or unexpected application behavior. The Product Support Analyst will own these incoming issues by investigating logs, reviewing SQL queries, and validating system behavior to determine whether the root cause lies within the custom application, an upstream or downstream integrated system, or user interaction. The role requires close collaboration with Scrum Masters and engineering teams by clearly documenting findings, translating operational problems into actionable bug reports, and contributing to technical documentation that enables timely fixes. The ideal candidate enjoys engaging with people, thrives in fast‑paced operational environments, and can confidently balance technical investigation with real‑time support for warehouse users.