{"id":4018121,"url":"https://alion.io/job/reconomy-product-support-analyst","title":"Product Support Analyst","company":{"id":456032,"name":"Reconomy","domain":"reconomy.com","url":"https://alion.io/company/reconomy-2","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Pinpoint","truth_index":{"grade":"A","score":100,"open_postings":11,"ghost_share":0,"stale_share":0,"repost_share":0.091,"time_to_fill_p50_days":21,"computed_at":"2026-11-11T05:49:22Z"}},"role":"Support","role_family":"Support","seniority":"junior","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Bucharest, Romania"],"countries":["RO"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":9400,"max":10600,"currency":"RON","period":"month","gross":null,"usd_annual":26688},"salary_estimate":null,"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":false},{"name":"Jira","optional":false},{"name":"Postman","optional":false},{"name":"Rest API","optional":false},{"name":"SQL","optional":false},{"name":"Tableau","optional":false}],"status":"live","first_seen_at":"2026-11-09T13:51:57Z","employer_posted_date":"2026-11-09","last_verified_at":"2026-11-11T09:18:58Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"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.\nAs 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.\n\nYou will play a key role in maintaining service quality, improving operational efficiency, and identifying recurring issues that drive continuous product and process improvements.\nKey Responsibilities\nTicket Triage & Incident Management\nReview, assess, and prioritize incoming support tickets.\nEnsure issues are clearly documented with sufficient information and supporting evidence.\nDetermine ownership and route incidents to the appropriate support, product, or engineering teams.\nProvide high-quality handovers to minimize investigation delays and reassignment.\nTechnical Investigation & Issue Resolution\nInvestigate application, product, integration, and customer-reported issues.\nAnalyze system logs, data sources, APIs, and application behavior to identify root causes.\nDifferentiate between product defects, configuration issues, data problems, and expected system behavior.\nResolve issues within Product Support scope and escalate complex cases where required.\nDocument findings, actions, and resolutions accurately.\nData Analysis & Troubleshooting\nUse Tableau and other analytical tools to validate investigations and identify trends.\nAnalyze system data, application logs, API payloads, and error messages.\nSupport decision-making with evidence-based findings and recommendations.\nIntegration Monitoring & Support\nMonitor client and supplier integrations to identify failures and abnormalities.\nInvestigate integrations involving REST APIs, SFTP, and webhooks.\nReview payloads, responses, logs, and error messages to diagnose issues.\nEscalate technical integration problems with appropriate investigation details.\nStakeholder Communication\nProvide clear and timely updates on issue status, impact, ownership, and next steps.\nTranslate technical findings into business-friendly language for non-technical audiences.\nSupport internal teams and clients in understanding system functionality and integration requirements.\nCross-functional Collaboration\nPartner with Customer Service, Operations, Product, Implementation, and Engineering teams to resolve complex issues.\nShare technical knowledge, investigation approaches, and best practices with colleagues across locations.\nSupport effective escalations and collaborative problem-solving.\nContinuous Improvement & Knowledge Management\nIdentify recurring issues and trends through support activities and investigations.\nContribute to root-cause analysis initiatives and long-term corrective actions.\nMaintain accurate documentation of known issues, resolutions, and support processes.\nHelp improve support documentation, knowledge bases, and operational procedures.\n\nSkills, Knowledge & Expertise\nEssential Experience\n1-2+ years of experience in Technical Support, Application Support, Product Support, or a similar role.\nExperience working in a second-line support environment is preferred.\nStrong troubleshooting and analytical skills with a structured approach to problem solving.\nExperience investigating technical issues using logs, data, and system information.\n Technical Knowledge\nUnderstanding of REST APIs and HTTP methods.\nAbility to interpret API requests and responses (JSON/XML).\nKnowledge of system integrations, including REST APIs, SFTP, and webhooks.\nExperience analyzing application logs and integration data.\nAbility to distinguish symptoms from root causes and formulate technical problem statements.\nBasic SQL skills for data validation and investigation.\nExperience using API testing tools such as Postman.\n Systems & Tools\nExperience using ticketing platforms (e.g., Jira).\nGood working knowledge of Microsoft 365 and Excel, including lookups, filters, and pivot tables.\nExperience using Tableau or similar reporting and analytics tools.\nAbility to work with multiple data sources and identify patterns, anomalies, and inconsistencies.\n Professional Competencies\nStrong attention to detail.\nExcellent communication skills with the ability to explain technical concepts to non-technical audiences.\nAbility to prioritize work based on impact, urgency, and risk.\nStrong ownership mindset with effective follow-up and escalation management.\nAbility to work in a fast-paced environment with evolving priorities.\nFluency in English, both written and spoken.\n\nJob Benefits\nWork for a global leader in circular economy and sustainability solutions.\nCollaborate with international teams across technology, operations, and product functions.\nOpportunity to support mission-critical products used by major retailers across Europe.\nExposure to modern integration technologies, APIs, data analysis tools, and global logistics operations.\nOngoing learning and professional development opportunities.\nDynamic and collaborative working environment.\nOpportunity to contribute to sustainability and circular economy initiatives with real-world impact.\nHybrid working environment based in Bucharest.\n24 annual vacation days.\nAdditional paid days off for your birthday and volunteering activities.\nPrivate health insurance.","description_format":"text","description_chars":5753,"description_truncated":false,"requirements":{"experience_years_min":1,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"Advanced (C1)","optional":false}]},"benefits":["Health insurance","Hybrid work","Professional development"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Waste Management"],"lifecycle":[{"event":"open","at":"2026-11-10T13:51:57Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring 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