Product Support Analyst

THE OPPORTUNITY 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. WHO YOU’LL WORK WITH You’ll be based in our Tampa office as part of a product-focused team supporting RMS’ SaaS solutions. Depending on business needs, you may be aligned to one or more product teams and will collaborate closely with Product Managers, Engineers, Analysts, and client-facing teams to ensure a strong user experience and successful product outcomes. We take pride in encouraging each other’s career ambitions, and you’ll find opportunities for learning and professional growth throughout the company. This is a hybrid position, with three days per week in our Tampa office. WHAT YOU’LL DO 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. SKILLS AND QUALIFICATIONS 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. PREFERRED 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. BENEFITS As a full-time RMS employee, you will receive: 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 WHO WE ARE Revenue Management Solutions (RMS) partners with restaurant brands to navigate an increasingly complex operating environment. Trusted by more than 50 leading brands across 40+ countries, we deliver data-driven analytics and technology-enabled solutions that optimize pricing, menus, and overall financial performance. Six of the top 10 U.S. quick-service brands and 16 of the top 30 global restaurant brands—representing more than 100,000 restaurants worldwide—rely on RMS to make informed business decisions that drive profitability while addressing rising costs, including inflation and labor. RMS holds five U.S. patents in menu pricing and customer segmentation and actively supports academic research to advance the field of revenue management.Learn more at revenuemanage.com. WHAT WE BELIEVE Our goal at RMS is to create positive change in the communities we serve. With team members representing over 20 countries, we respect and embrace diverse perspectives, cultures, and experiences. We believe our differences strengthen our work and help us deliver better outcomes for our clients and each other. Revenue Management Solutions LLC is an equal opportunity employer and an E-Verify participant. RMS considers qualified applicants without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status, or any other legally protected characteristic. #J-18808-Ljbffr Revenue Management Solutions, LLC