Related skills
documentation salesforce sql zendesk apis📋 Description
- Act as SME and escalation point; investigate issues using SQL, logs, and APIs to identify root causes
- Partner with CS, Product, and Engineering to resolve issues and inform roadmap
- Manage and develop a team of 3–5 Product Solutions Analysts; provide coaching
- Lead onboarding for new hires and ongoing training to strengthen product knowledge
- Own docs and ticket standards for clarity, speed, accountability in escalations
- Monitor team metrics and customer impact data to refine prioritization and execution
🎯 Requirements
- 4+ years in technical support, product operations, or solutions
- Experience managing or mentoring team members
- Strong analytical skills with data-driven approach
- Experience investigating issues using SQL, logs, or APIs
- Experience with Zendesk and Salesforce
- Excellent written/verbal communication; customer-facing and onsite NYC 4–5 days/week
🎁 Benefits
- Equity in the company
- Medical, Dental and Vision premiums covered
- Fully paid parental leave
- Commuter benefits
- 401k benefits
- Relocation packages available
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