IT Product Support Analyst

Your Job

If you are a problem-solver who thrives on challenges and is passionate about being part of a dedicated support team, join Flint Hills Resources as an IT Product Support Analyst
. This role is pivotal in maintaining the seamless operation of technologies that are key to FHR's success. As a passionate member of our support team, you will have the opportunity to make a significant impact by contributing to the continuous transformation of our support services and ensuring the success of our technological initiatives.

FHR believes in investing in our employees' professional growth and development. We are committed to providing a supportive and nurturing environment where you can thrive and advance in your career. FHR offers exciting pathways for rapid advancement into technical and functional leadership roles, empowering you to lead and inspire others as you progress in your career journey.

This role is based in Wichita, Kansas
, with developmental opportunities and the possibility of occasional travel (5 to 10%) to our sites in Rosemount, Minnesota, and Corpus Christi, Texas.

• Proactively identify, troubleshoot, and resolve complex technical issues, becoming a trusted ally to our customers and a problem-solver who thrives on challenges
• Be the escalation point to other analysts on the team to troubleshoot complex issues or brainstorm ideas to resolve complex issues
• Engage in collaborative discussions across FHR IT teams, leveraging your critical thinking and technical expertise, to drive permanent solutions and continuous improvement to monitoring, alerts and logging, aiming for issue prevention where feasible or proactive detection for faster resolution
• Be connected to expected SLAs, responding and resolving critical issues on time, and working with IT teams to ensure monitoring and alerting is in place to detect and alert anomalies that can impact business SLAs
• Leverage, improve and support AI agents and workflows to analyze and solve complex business challenges, maintain and refine troubleshooting and user-facing knowledge bases, and improve support experience
• Continuously seek ways to improve customer experience, work execution efficiency and application and data reliability, applying forward-thinking service improvements
• Be part of the team's on-call rotation (1 weekday every 2 weeks, 1 weekend every 8 weeks)

• Experience troubleshooting applications with complex integrations (event-based, APIs)
• Experience in SQL and basic coding capabilities (Power Shell, Python or similar)
• Experience troubleshooting and creating a logical workflow of an undocumented process after solving complex issues
• Experience in or an interest in leveraging emerging AI technologies or building AI agents or workflows that automate and improve processes
• Experience partnering effectively with IT and Business stakeholders with the ability to articulate business impact and translate technical issues to non-technical audiences
• This role is not eligible for visa sponsorship

• Experience with Cypher queries, including the ability to read/change queries to navigate data errors, and/or read and understand Graph database models
• Experience with AWS Technologies (Lambda, S3, Cloudwatch)
• Experience with scheduling and monitoring tools (Grafana, Automic, Logic Monitor, or others), and knowledge of effective alerting practices
• Familiarity using Git Hub with the ability to navigate code repositories and find/understand feature files
• Familiarity with data integration tools such as Denodo, Alteryx, Matillion

At Koch companies, we are entrepreneurs. This means we openly challenge the status quo, find new ways to create value and get rewarded for our individual contributions. Any compensation range provided for a role is an estimate determined by available market data. The actual amount may be higher or lower than the range provided considering each candidate's knowledge, skills, abilities, and geographic location.

If you have questions, please speak to your recruiter about the flexibility and detail of our compensation philosophy.

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