Technical Support Analyst - EDI/AI/API Start up

Zearch are delighted to be partnering with a fast-growing, series C AI/API company that is modernising how businesses connect, transact, and move goods. Their platform sits at the centre of a growing network of suppliers, buyers, and logistics providers — and the more participants join, the smarter and more valuable it becomes.About the BusinessOur client is a fast-growing SaaS company modernizing how businesses exchange EDI (Electronic Data Interchange) transactions. Their platform simplifies complex, legacy EDI workflows for customers in Retail and Transportation, replacing brittle, outdated integration methods with modern, API-driven infrastructure. As they scale their customer base, they're looking for a Product Support Analyst to be a critical link between customers, product, and engineering.The RoleAs Product Support Analyst, you'll be the frontline expert for customers navigating our client's EDI software and services. Working directly with customers via a support ticketing system, you'll triage, troubleshoot, and resolve technical issues — while also helping to build the knowledge base and processes that make support faster and more scalable over time. This is a hands-on, high-impact role for someone who enjoys solving problems, communicating clearly, and working cross-functionally.Key ResponsibilitiesReview, triage, and respond to inbound customer questions and issues within defined SLAsIdentify opportunities to automate, document, and improve support processesSpot patterns in tickets and create/update knowledge base articles to reduce repeat issues and speed up resolutionPartner cross-functionally with Onboarding, Product, and Engineering teams to flag and help prioritize fixes for recurring problemsAct as an internal advocate for customers, escalating urgent issues appropriatelyDevelop deep subject-matter expertise in the company's product and EDI standardsAbout YouCurious, with a genuine interest in how systems and customer workflows workAnalytical and a strong, logical problem-solverBias towards action — you can take direction and run with it independentlyAn excellent communicator, able to translate technical issues into simple, clear languageStrategic in prioritizing urgent vs. important workCommitted to continuous improvement, both personally and in the systems you supportQualificationsExperience with EDI, including familiarity with X12 and/or EDIFACT specifications in Retail and/or TransportationExperience with REST APIsStrong Excel skills (formulas)Background in a high-volume, direct customer-facing support environmentExperience handling private/sensitive personal informationConfident decision-maker, comfortable explaining process and rationaleWillingness to be on-call during off-hours/weekends as neededExperience with ticketing systems (Intercom, Salesforce, Jira, or similar) is a plusExperience with communication/support toolingWhy JoinJoin a team that values curiosity, ownership, and continuous improvement — where your work directly shapes both the customer experience and the product roadmap. This is an opportunity to become a true subject-matter expert in a growing, high-impact space.