<p>About Harri:</p> <p>Harri is the first enterprise-ready workforce management platform built for the services vertical. The services vertical faces the greatest technological challenges that exist within the world of Human Capital Management and we believe they deserve a platform built from the ground up as a result. We have experienced a tremendous amount of growth since our 2012 inception and we have no plans on stopping that growth anytime soon. We are passionate about building a team of Service First-driven individuals who want to exceed the expectations of those who experience our brand.</p> <p>If you're a builder, or problem solver, and love the fast pace of a startup, it's time to meet the Harri family.</p> <p>Who you are:</p> <p>As a Product Support Analyst, Enterprise at Harri, you'll be a vital partner to our largest clients and internal teams. You'll combine strong technical problem-solving skills with excellent communication to manage enterprise support queues, troubleshoot API and data-related issues, and guide clients toward effective solutions. This role is critical in ensuring Harri's enterprise customers succeed by maximizing adoption, maintaining integrations, and empowering their Level 1 support teams to handle inquiries efficiently.</p> <p>Key Responsibilities</p> <ul> <li>Own the Enterprise Support Queue - Manage and prioritize tickets, ensuring enterprise clients receive timely, accurate updates and resolutions. </li><li>API & Data Troubleshooting - Investigate API calls, data discrepancies, and integration issues; collaborate with Technical Support and Engineering to resolve complex cases. </li><li>Integration Partnering - Support onboarding and ongoing maintenance of integrations across HCM, payroll, and workforce systems, ensuring clients' workflows remain seamless. </li><li>Enable Client Level 1 Teams - Proactively share solutions, training, and best practices with client-side support teams to improve ticket deflection and resolution efficiency. </li><li>Collaborate Across Functions - Partner closely with Technical Support, Customer Success, and Implementation teams to ensure smooth escalations, aligned communications, and consistent client experiences. </li><li>Clear & Professional Communication - Provide regular case updates, document thoroughly in Zendesk, and keep stakeholders informed of progress and resolution paths. </li><li>Knowledge Sharing - Expand internal and external knowledge bases with validated solutions, API troubleshooting guides, and common integration workflows. </li><li>Continuous Improvement - Identify root causes, contribute to product feedback loops, and recommend process improvements that reduce recurring support issues. </li></ul> <p>Experience and Skills:</p> <ul> <li>Bachelor's degree or equivalent experience </li><li>Strong troubleshooting skills, with ability to analyze APIs, logs, and data workflows </li><li>Proven ability to thrive in a fast-paced SaaS environment </li><li>Excellent written and verbal communication skills </li><li>Detail-oriented with strong organizational and prioritization abilities </li><li>Passion for enabling customer success through proactive support </li><li>3+ years of experience in enterprise SaaS product support or technical support role </li><li>Experience with APIs, data troubleshooting, and system integrations (HCM/payroll/workforce systems preferred) </li><li>Hands-on experience with Zendesk, Jira, Slack, G Suite </li><li>Familiarity with SQL, Postman, or similar tools for troubleshooting API/data issues </li><li>Experience collaborating with Customer Success, Technical Support, and Implementation teams </li></ul> <p>The salary range for this position is $60,000-$75,000 (USD).</p> <ul> <li>Please note this job description is not designed to cover or contain a complete listing of activities, duties or responsibilities that are required of the employee for this position. Duties, responsibilities and activities may change at any time.* </li></ul>