Product Operations Analyst - Remote

Overview

We’re looking for a technical, detail-oriented operator who wants to sit at the intersection of product, engineering, and support. You’ll work alongside the Product and Engineering teams to resolve technical issues, support complex client onboarding, and maintain critical documentation and tooling that enable our partnerships to succeed at scale.

In Short

• Resolve production issues and ITSM tickets related to partner integrations, balance eligibility, and onboarding blockers.
• Use internal tools and data (e.g., Amplitude, SQL, audit logs, wage calculators) to troubleshoot employee-level and employer-level issues.
• Support QA and implementation efforts for new launches (e.g., payroll and timeclock integrations).
• Document common partner configurations, eligibility logic, and onboarding playbooks.
• Validate file structures, folder access, and syncs for FTP-based integrations (e.g., Greenshades, Paychex).
• Bridge technical conversations between CS, Product, and Engineering — translating issues into structured tickets and updates.
• Monitor and improve tooling adoption across support and implementation teams.

Requirements

• 3+ years experience in QA, technical support, or implementation within a SaaS or platform environment.
• Comfortable working with FTP, SQL, API requests, and JSON — able to read and navigate structured data.
• Familiarity with tools like Amplitude, dashboards, or analytics queries to investigate and troubleshoot product behavior.
• Proven ability to translate complex technical issues into clear documentation, tickets, or process guides.
• Experience supporting enterprise onboarding or partner launches, with curiosity about how systems work behind the scenes.
• Currently in or previously held a QA Engineer, Implementation Specialist, or Support Engineer role, or other related position.
• Bonus: exposure to payroll, deductions, timeclock, or employee data systems.

Benefits

• Competitive base salary.
• Flexible Time Off.
• Health Insurance.
• Dental Insurance.
• Vision Insurance.
• 401K Match.