Product Support Analyst

At Reconomy, we're helping businesses transition to a more sustainable future by enabling circular economy solutions through technology, expertise, and innovation. As part of the Re-use division, ReBound provides market-leading returns management technology and logistics solutions for some of Europe's largest retailers. As a Product Support Analyst , you will provide second-line technical support for product, system, and integration-related issues impacting international clients, logistics partners, and internal operational teams. Acting as a bridge between Customer Service, Operations, Product, and Engineering teams, you will investigate technical issues, identify root causes, support integrations, and ensure incidents are efficiently resolved or escalated. You will play a key role in maintaining service quality, improving operational efficiency, and identifying recurring issues that drive continuous product and process improvements. Key Responsibilities Ticket Triage & Incident Management Review, assess, and prioritize incoming support tickets. Ensure issues are clearly documented with sufficient information and supporting evidence. Determine ownership and route incidents to the appropriate support, product, or engineering teams. Provide high-quality handovers to minimize investigation delays and reassignment. Technical Investigation & Issue Resolution Investigate application, product, integration, and customer-reported issues. Analyze system logs, data sources, APIs, and application behavior to identify root causes. Differentiate between product defects, configuration issues, data problems, and expected system behavior. Resolve issues within Product Support scope and escalate complex cases where required. Document findings, actions, and resolutions accurately. Data Analysis & Troubleshooting Use Tableau and other analytical tools to validate investigations and identify trends. Analyze system data, application logs, API payloads, and error messages. Support decision-making with evidence-based findings and recommendations. Integration Monitoring & Support Monitor client and supplier integrations to identify failures and abnormalities. Investigate integrations involving REST APIs, SFTP, and webhooks. Review payloads, responses, logs, and error messages to diagnose issues. Escalate technical integration problems with appropriate investigation details. Stakeholder Communication Provide clear and timely updates on issue status, impact, ownership, and next steps. Translate technical findings into business-friendly language for non-technical audiences. Support internal teams and clients in understanding system functionality and integration requirements. Cross-functional Collaboration Partner with Customer Service, Operations, Product, Implementation, and Engineering teams to resolve complex issues. Share technical knowledge, investigation approaches, and best practices with colleagues across locations. Support effective escalations and collaborative problem-solving. Continuous Improvement & Knowledge Management Identify recurring issues and trends through support activities and investigations. Contribute to root-cause analysis initiatives and long-term corrective actions. Maintain accurate documentation of known issues, resolutions, and support processes. Help improve support documentation, knowledge bases, and operational procedures. Skills, Knowledge & Expertise Essential Experience 1-2+ years of experience in Technical Support, Application Support, Product Support, or a similar role. Experience working in a second-line support environment is preferred. Strong troubleshooting and analytical skills with a structured approach to problem solving. Experience investigating technical issues using logs, data, and system information. Technical Knowledge Understanding of REST APIs and HTTP methods. Ability to interpret API requests and responses (JSON/XML). Knowledge of system integrations, including REST APIs, SFTP, and webhooks. Experience analyzing application logs and integration data. Ability to distinguish symptoms from root causes and formulate technical problem statements. Basic SQL skills for data validation and investigation. Experience using API testing tools such as Postman. Systems & Tools Experience using ticketing platforms (e.g., Jira). Good working knowledge of Microsoft 365 and Excel, including lookups, filters, and pivot tables. Experience using Tableau or similar reporting and analytics tools. Ability to work with multiple data sources and identify patterns, anomalies, and inconsistencies. Professional Competencies Strong attention to detail. Excellent communication skills with the ability to explain technical concepts to non-technical audiences. Ability to prioritize work based on impact, urgency, and risk. Strong ownership mindset with effective follow-up and escalation management. Ability to work in a fast-paced environment with evolving priorities. Fluency in English, both written and spoken. Job Benefits Work for a global leader in circular economy and sustainability solutions. Collaborate with international teams across technology, operations, and product functions. Opportunity to support mission-critical products used by major retailers across Europe. Exposure to modern integration technologies, APIs, data analysis tools, and global logistics operations. Ongoing learning and professional development opportunities. Dynamic and collaborative working environment. Opportunity to contribute to sustainability and circular economy initiatives with real-world impact. Hybrid working environment based in Bucharest. 24 annual vacation days. Additional paid days off for your birthday and volunteering activities. Private health insurance.