Product Support Analyst SaaS production ( APIs , CRM )-Mexico Remote

Ellucian powers innovation for higher education, partnering with approximately 3,000 customers across 50 countries, serving more than 21 million students. Ellucian's AI-powered platform, trained on the richest dataset available in higher education, drives efficiency, personalized experiences, and strengthened engagement for all students, faculty and staff. Fueled by decades of experience with a singular focus on the unique needs of learning institutions, the Ellucian platform features best-in-class SaaS capabilities and delivers insights needed now and into the future. These solutions and services span the entire student lifecycle, including data-rich tools for student recruitment, enrollment, and retention to workforce analytics, fundraising, and alumni engagement. Ellucian's innovative solutions, vast ecosystem of partners and user community of more than 45,000 provides best practices leading to greater institutional success and achieving better student outcomes.

The Product Support Analyst is a SaaS production support role focused on delivering reliable customer experience for Ellucian higher education institutions. The role provides functional and technical support, helping customers troubleshoot admissions application workflows, integrations, APIs, and production issues.
The Product Support Analyst collaborates within a highly trained technical team to provide production support, diagnose complex functional and integration issues, and drive incidents through resolution. The role works across SaaS services, CRM integrations, REST APIs, cloud environments, and admissions workflows while improving support efficiency through documentation, root cause analysis, and standardization of processes.
As the initial contact point for Ellucian’s internal and external customers, the Product Support Analyst   is responsible for the execution of case management activities that ensure maximum resource utilization and quality support delivery
 Where you will make an impact

• Own and resolve complex production support issues, including application, configuration, integration, data-processing, and admissions workflow issues.
   Proactively manage a queue of customer support issues; use product and technical knowledge to investigate incidents, reproduce issues, identify root causes, provide workarounds where appropriate, and drive cases to resolution.
• Troubleshoot REST API requests and responses using tools such as Bruno and Postman; analyze payloads, authentication, response codes, and integration behavior between connected institutional application capabilities and related services.
• Work cross-divisionally with internal stakeholders and other teams to resolve customer-impacting issues and ensure effective ownership and escalation.
• Perform detailed diagnostics using application logs, API traces, configuration, and available data; isolate the source of errors and provide comprehensive case updates with clear descriptions.
• Support SaaS applications running in cloud environments, including AWS-based services, and collaborate with appropriate teams on service availability, integration, performance, and environment-specific issues.
  Apply an understanding of the application and admissions processes of our customers to troubleshoot functional issues.
• Identify recurring production issues and trends, contribute to root cause analysis and knowledge documentation, and recommend opportunities for permanent fixes, automation, and support process improvements.
• Ability and willingness to work non-standard hours/shifts to fulfill Ellucian Global Support’s 24 hours, 7 days a week, commitment to our customers.
  
  What you will bring

• 2-4 years of experience in Production Support, Application Support, or SaaS Product Support role.
• Experience troubleshooting REST APIs and integrations, including use of Bruno, Postman, or similar API testing tools.
• Experience supporting SaaS applications.
• Experience working with CRM systems and troubleshooting integrations or data flows between CRM and enterprise applications.
• Strong analytical and troubleshooting skills, with the ability to investigate complex production incidents, interpret logs and API responses, and perform root cause analysis.
• Strong customer communication and case-management skills, with the ability to manage multiple priorities and collaborate effectively with technical and functional teams.
• Experience in the Higher Education domain.

• Comprehensive health coverage: family major medical expenses, dental and life insurance.
• Christmas bonus 30 days
• Saving fund
• Monthly food coupon
• 15 workdays vacation
• Thrive Flex Program that allows you to contribute towards your health, financial or learning interests
• 5 charitable days to support the community that supports us
• Diversity and inclusion programs that promote employee resource groups such as: Women in Technology, Pride and Go Green to name a few.
• Parental leave
• Employee referral bonuses to encourage the addition of great new people to the team
• We Foster a learning culture with:
  • Tuition Reimbursement Assistance 
  • Professional development opportunities
  • LinkedIn Learning

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