Product Support Analyst

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.

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.

• 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.

• 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.

• Proven experience as a Product Support Analyst or in a similar support-focused role.
• Experience supporting enterprise SaaS products.
• Familiarity with hospitality, analytics,…