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.
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.
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.
- 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.