Technical Support Analyst

The Opportunity

Are you passionate about turning data into insights and helping customers succeed? As a Technical Support Analyst, you'll play a critical role in ensuring our customers get the most value from our automotive data products. You'll troubleshoot complex issues, analyze structured data, and partner closely with internal teams to deliver clear, actionable solutions.

This role combines technical problem-solving with strong communication and collaboration - perfect for someone who enjoys understanding how things work, solving puzzles, and improving the customer experience. You'll also use AI tools to work more efficiently and help us refine how we apply them in customer service.

Hybrid: This hybrid role is based in our Troy, Michigan office and requires working in the office 3 days per week.

What You'll Do

• Become a subject matter expert in our products, using your knowledge to provide insights, recommendations, and practical solutions
• Manage customer support requests for our automotive data products from initial request through resolution or handoff, keeping customers updated and following up until issues are resolved
• Use AI tools to support research, analysis, summarization, and drafting, checking their output against reliable source data before using it with customers
• Prioritize work based on urgency and impact, and investigate and confirm reported issues through structured testing and analysis, including API responses and customer files and data deliveries
• Maintain case documentation, troubleshooting guidance, customer instructions, and internal knowledge resources so solutions can be reused
• Utilize SQL queries to extract, analyze, and validate data
• Lead customer meetings that are clear, engaging, and results-focused, building trust and long-term relationships
• Analyze case and customer data to identify trends, monitor customer health, and inform product and service improvements
• Act as the key link between Customer Service, Sales, Product Management, Application Development, and other internal teams
• Create reports and dashboards using tools like SQL, Power BI, and Microsoft Office
• Serve as the voice of the customer within the organization - championing their needs and experiences to drive product and service improvements
• Perform ad hoc data analysis to support business initiatives and customer needs
• Recommend process improvements that enhance efficiency, scalability, and data integrity, including identifying automation opportunities and sharing feedback to improve AI-supported customer service
• Uphold best practices in data management to ensure accuracy and quality across systems

What You'll Bring

• Bachelor's degree in Business, Data Analytics, Information Systems, or a related field, OR 5+ years of equivalent professional experience in customer support, data analysis, and/or the automotive industry
• 2+ years of hands-on experience with SQL and structured data analysis
• Understanding of structured data formats such as XML, CSV, and JSON, including working with customer files, data deliveries, and API responses
• Experience using Microsoft SQL Server Management Studio (SSMS)
• Proficiency in Microsoft Office (Excel, Word, PowerPoint)
• Familiarity with Salesforce or similar CRM platforms
• Excellent communication skills - you can explain complex topics clearly to both technical and non-technical audiences
• Strong analytical and problem-solving skills, with a track record of working independently to find solutions
• Calm and organized under pressure, with the ability to manage multiple priorities
• A process-improvement mindset - always looking for ways to make things better, faster, and more efficient
• Adaptable, collaborative, and motivated to learn new technologies and tools
• Comfort using AI tools at work, with the judgment to verify their output and protect customer data

Benefits

As part of Hearst, MOTOR employees have access to modern, flexible benefits designed to support you and your family. Benefits include:

• Medical, dental and vision coverage
• 401(k) matching
• Emotional wellness support
• Paid time off
• Paid parental leave
• LGBTQ+ health services
• Additional benefits to meet you and your family's needs