Lead Product Support Engineer

Client Support Analyst

The Client Support Analyst is responsible for supporting our client's Loyalty Programs post-launch within our proprietary loyalty platform. This role serves as a technical point of contact for issue triage, troubleshooting, platform configuration, and configuration quality control, with a strong emphasis on SQL-based data validation, API testing via Postman, and application-level debugging in Ruby.

This role partners closely with Client Services, Business System Analysts, Product, and Engineering to ensure platform stability, data integrity, and correct client configuration across environments.

Key Responsibilities

• Serve as front-line technical support for assigned client platforms and production environments.
• Triage incoming support requests, incidents, and defects; assess severity, scope, and client impact.
• Communicate clearly with internal teams and client stakeholders regarding issue status, findings, and resolution.

• Support platform configuration work, including setup, updates, and adjustments based on client requirements and approved designs.
• Perform configuration quality control (QC) to ensure platform settings align with documented requirements and expected behavior.
• Validate configuration changes using data checks, API testing, and functional verification.
• Identify and resolve configuration-related defects prior to or after production deployment.

• Use SQL to investigate data issues, validate configurations, and confirm expected system behavior.
• Analyze logs and system behavior to identify root causes of defects or unexpected outcomes.
• Support troubleshooting and debugging efforts in Ruby-based systems, partnering with Engineering as needed.
• Use Postman to test and validate APIs, event flows, and payloads during configuration verification and issue investigation.

• Create clear, actionable tickets including reproduction steps, configuration details, query results, and supporting evidence.
• Validate fixes and configuration updates in staging or production before closure.
• Support releases, hotfixes, and post-deployment configuration validation.

• Identify recurring configuration or data issues and recommend preventative improvements.
• Maintain and contribute to configuration documentation, runbooks, and support guides.
• Assist with monitoring, alert review, and proactive identification of configuration risks.

• Work closely with Client Services, BSAs, Product, and Engineering teams.
• Participate in client transitions and configuration knowledge transfer to ensure continuity of support.
• Balance responsiveness with appropriate escalation and prioritization.

Required Skills & Experience

• 2–4 years of experience in a technical support, application support, or analyst role.
• Strong SQL proficiency for data validation, troubleshooting, and configuration QC.
• Experience supporting or working within Ruby-based applications.
• Hands-on experience using Postman (or similar tools) for API testing and validation.
• Experience performing platform configuration and configuration QA/QC for client-facing systems.
• Familiarity with ticketing systems (e.g., Jira).
• Strong written and verbal communication skills with the ability to explain technical findings to non-technical stakeholders.
• Ability to manage multiple issues and configuration efforts simultaneously.

Preferred Qualifications

• Experience supporting loyalty, marketing, or data-driven platforms.
• Exposure to event-based systems, batch jobs, or scheduled processes.
• QA or testing experience, particularly validating configuration accuracy.
• Experience working in Agile or SDLC environments.
• Comfort working with geographically distributed teams.

What Success Looks Like in This Role

• Platform configurations are accurate, consistent, and thoroughly QC'd.
• Data and API validations quickly confirm correct system behavior.
• Issues are clearly documented with strong technical context.
• Configuration-related incidents decrease over time.
• The support team is trusted to handle both diagnosis and correction, not just escalation.