The Fastest Way to Trade EDI

Product Support Analyst – EDI, API

Support EngineerSupport EngineerFull TimeRemoteTeam 51-200Since 2016H1B No SponsorCompany Site LinkedIn

Location

United States

Posted

65 days ago

Salary

$73K - $92K / year

Bachelor DegreeEnglish

Job Description

• Resolve complex issues across EDI workflows and Orderful API usage; explain technical concepts clearly to both developers and business users • Manage inbound requests within defined SLAs, ensuring high customer satisfaction • Identify repeat issues and patterns; partner with Product and Engineering to prioritize fixes and improve the overall developer experience • Create and maintain Knowledge Base articles to drive customer self-service and ticket deflection • Identify urgent platform issues and escalate with clear technical context and reproduction steps

Job Requirements

Deep, hands-on understanding of EDIFACT and X12 specifications
Experience troubleshooting REST APIs and understanding JSON structures
Familiarity with AS2, SFTP, and HTTP protocols
Proven ability to trace complex integration errors to their root cause in a high-volume SaaS environment
Excellent written skills, with the ability to simplify technical problems for diverse stakeholders
Able to take ownership of tickets, investigate independently, and escalate with clear context when needed
Preferred Experience with modern support tools (Intercom, Salesforce, or Jira)
Background in Retail or Transportation logistics.