Product Support Analyst, EDI & API

Orderful | $73,000 - $92,000

Steph's Notes:

Another first I think with this company: we also have access to a frontline role job description in addition to Director and VP-level roles. Pretty cool!

This JD has the same problems are the Director role: weirdly tiny font and an unintentionally amusing Why work with Orderful section. (Also, I think maybe the font fully changes for some of the bullet points later in the JD?)

As a Product Support Analyst, you’ll bridge the gap between modern API technology and global supply chain standards.

I genuinely do not know what this is supposed to mean.

You will triage and resolve technical questions through our ticketing system, acting as a subject matter expert for our cloud-based EDI platform. Your mission is to deliver fast, accurate support while building the knowledge base to help our support scale.

This, however, is a great, straightforward description of the role.

To support close collaboration with our EU partners, this role works a 4:00 AM–1:00 PM ET schedule. These hours are a core part of the role, so we encourage candidates to consider their ability to commit before applying.

I think it's good they're upfront about the schedule expectations, although I'm curious why they don't just hire someone in an EU time zone. I get that a lot of startups don't have the tax setup/hiring infrastructure to do that yet, but like...Deel exists (for better or worse).

Unusually, we do get comp for this IC role and not for the senior ones:

The pay range for this role is: 73,000 - 92,000 USD per year (Remote (United States))

But given the unusual schedule expectations and the very specific technical skills and experience required for this role, that salary range is not great. I mean, with the poor job market, they'll probably be able to hire someone at that comp, but yeah. I'm not impressed. Tread Carefully.

Original Job Description: Product Support Analyst, EDI & API

About Orderful

Orderful is reinventing how businesses connect and trade. We modernize EDI - the backbone of $5T+ in global commerce - so companies can click-to-trade with any partner fast. We’re Series B and among the fastest-growing in supply-chain tech, with 2× YoY growth. Our culture is high-ownership, high-tempo, and low-ego; we iterate quickly, care deeply about customers and teammates, and love turning manual operations into products. If that sounds like you, let’s talk.

Our Core Company Values

As a team, we're guided by three core values. They impact what we are building, while helping us stay true to ourselves and accountable to each other.

1. Commitment to Customers
2. Learn, Iterate, Grow
3. Build a Great Community

Why work with Orderful?

• Unlimited PTO
• A week off for everyone in December during the winter holiday period
• Competitive Compensation
• Lifestyle Work From Home Benefit
• Health Insurance (Life, Medical, Dental, Vision, EAP)
• Opportunity to make significant impact on the growth of a company
• Remote Work
• Flexibility
• Stock Options
• Weekly Yoga

About the Role
As a Product Support Analyst, you’ll bridge the gap between modern API technology and global supply chain standards. You will triage and resolve technical questions through our ticketing system, acting as a subject matter expert for our cloud-based EDI platform. Your mission is to deliver fast, accurate support while building the knowledge base to help our support scale.

To support close collaboration with our EU partners, this role works a 4:00 AM–1:00 PM ET schedule. These hours are a core part of the role, so we encourage candidates to consider their ability to commit before applying.

Core Responsibilities

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

Requirements

• Critical EDI Skills: Deep, hands-on understanding of EDIFACT and X12 specifications is non-negotiable.
• API Proficiency: Experience troubleshooting REST APIs and understanding JSON structures.
• Connectivity: Familiarity with AS2, SFTP, and HTTP protocols.
• Analytical Mindset: Proven ability to trace complex integration errors to their root cause in a high-volume SaaS environment.
• Communication: Excellent written skills, with the ability to simplify technical problems for diverse stakeholders.
• Proactive & self-starting: 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.

At Orderful, one of our core values is building a great community. We are looking for strong, diverse, and supportive team members. We welcome everyone to apply. Come join our team, where we celebrate differences, play to our strengths, and encourage growth!

The pay range for this role is:

73,000 - 92,000 USD per year (Remote (United States))