Product Support Analyst, EDI & API

About Orderful

Orderful is reinventing how businesses connect and trade. We modernize EDI - the backbone of $5T+ in global commerce - so companies can click-to-trade with any partner fast. We’re Series B and among the fastest-growing in supply-chain tech, with 2× YoY growth. Our culture is high-ownership, high-tempo, and low-ego; we iterate quickly, care deeply about customers and teammates, and love turning manual operations into products. If that sounds like you, let’s talk.

Our Core Company Values

As a team, we're guided by three core values. They impact what we are building, while helping us stay true to ourselves and accountable to each other.

• Commitment to Customers
• Learn, Iterate, Grow
• Build a Great Community

Why work with Orderful?

• Flexibility & Balance: Unlimited PTO, a full week off for the holidays, remote work options, and schedules that fit your life.
• Wellness & Support: Health, dental, vision, and life insurance, an EAP for when life gets tricky, weekly yoga, and paid parental leave.
• Growth & Connection: Take on meaningful projects, plan for your future with a 401(k), and build relationships at our twice-yearly company-wide offsites.
• Financial Upside: Competitive pay and stock options that let you share in the company’s success.

About The Product Support Analyst, EDI & API Role

As a Product Support Analyst, EDI & API, you’ll bridge the gap between modern API technology and global supply chain standards. You will triage and resolve technical questions through our ticketing system, acting as a subject matter expert for our cloud-based EDI platform. Your mission is to deliver fast, accurate support while building the knowledge base to help our support scale.

To support close collaboration with our EU partners, this role works a 4:00 AM–1:00 PM ET schedule. These hours are a core part of the role, so we encourage candidates to consider their ability to commit before applying.

Core Responsibilities

• Technical Troubleshooting: Resolve complex issues across EDI workflows and Orderful API usage; explain technical concepts clearly to both developers and business users.
• Ticket Ownership: Manage inbound requests within defined SLAs, ensuring high customer satisfaction.
• Platform Advocacy: Identify repeat issues and patterns; partner with Product and Engineering to prioritize fixes and improve the overall developer experience.
• Documentation: Create and maintain Knowledge Base articles to drive customer self-service and ticket deflection.
• Escalation Management: Identify urgent platform issues and escalate with clear technical context and reproduction steps.

Requirements

• Critical EDI Skills: Deep, hands-on understanding of EDIFACT and X12 specifications is non-negotiable.
• API Proficiency: Experience troubleshooting REST APIs and understanding JSON structures.
• Connectivity: Familiarity with AS2, SFTP, and HTTP protocols.
• Analytical Mindset: Proven ability to trace complex integration errors to their root cause in a high-volume SaaS environment.
• Communication: Excellent written skills, with the ability to simplify technical problems for diverse stakeholders.
• Proactive & self-starting: Able to take ownership of tickets, investigate independently, and escalate with clear context when needed.

Preferred

• Experience with modern support tools (Intercom, Salesforce, or Jira).
• Background in Retail or Transportation logistics.

Key skills/competency

• EDIFACT
• X12
• REST APIs
• JSON
• AS2/SFTP/HTTP
• Technical Troubleshooting
• Customer Support
• Knowledge Base Creation
• SaaS Environment
• Supply Chain Technology