Product Support Analyst

Staff Bright is looking to hire a Product Support Analyst to join our client’s growing technology support team in Southfield, MI. This is a hybrid customer-facing technical support role responsible for supporting customers, troubleshooting system issues, and ensuring the smooth performance of a mission-critical platform.

• Provide Level 1 technical support to dealership and lender customers using the company’s automotive finance and F&I platform.
• Troubleshoot and resolve customer issues through phone and ticketing systems, ensuring timely and accurate resolution of technical problems.
• Analyze and interpret XML, JSON, and log files (including Splunk logs) to identify and resolve technical issues.
• Use SQL and Postman to support data validation, API troubleshooting, and system testing activities.
• Document all issues, resolutions, and customer interactions within Service Now or similar ticketing systems.
• Collaborate with internal teams to elevate and resolve complex technical issues as needed while maintaining strong customer communication.

• 3+ years of experience in a technical support, product support, or customer-facing technical role.
• Strong experience working with ticketing systems such as Service Now or similar platforms.
• Hands‑on technical experience with SQL, Postman, and analyzing XML/JSON data structures.
• Experience reviewing and troubleshooting log files (Splunk or similar tools preferred).
• Ability to communicate effectively with customers while diagnosing technical issues in real time.