Product Support Analyst

📋 Description

• • Be the human face of Bullhorn’s award-winning support engine. Every day, you will act as the first point of contact for thousands of recruiters across EMEA who rely on our 15 cloud products to place talent and drive revenue. Your empathy, curiosity, and technical tenacity will turn moments of frustration into moments of delight, directly influencing renewal rates and customer advocacy.
• • Own the full lifecycle of a support case—from the second a ticket lands in the queue to the moment the customer confirms, “We’re back in business.” You will triage via phone, email, and chat in fluent French and English, reproduce issues in live environments, and document root causes so the same fire never has to be fought twice.
• • Master our product suite at a deep, almost instinctive level. You will spend your first 90 days in an immersive onboarding program that blends self-paced labs, shadowing senior analysts, and reverse-shadowing sessions where you teach back what you’ve learned. Within six months you will be the go-to resource for at least three product lines and the unofficial mentor for every new hire who follows.
• • Champion data-driven problem solving. You will query SQL Server to trace data anomalies, interpret application logs, and build concise, reproducible test cases for our engineering squads. When a fix ships, you will validate it, craft release notes, and broadcast the solution to the global knowledge base so 1,400 colleagues can benefit from your discovery.
• • Protect the customer’s business continuity like it’s your own. You will proactively phone stakeholders during P1 incidents, set realistic expectations, and follow through on every commitment. Your updates will be so clear and timely that customers often reply, “I wish every vendor worked like Bullhorn.”
• • Contribute to a living, breathing knowledge ecosystem. Each resolved ticket is an opportunity to flag outdated articles, author new ones, and up-vote gems written by teammates. Over time you will curate a personal library of 50+ articles that reduce average handle time across the EMEA region by double-digit percentages.
• • Elevate team performance through metrics without losing the human touch. You will balance KPIs such as CSAT, first-call resolution, and backlog aging with qualitative feedback, ensuring that numbers never overshadow the person behind the screen.
• • Grow without limits. Whether you dream of becoming a Support Team Lead, a Solutions Consultant, or a Product Manager, Bullhorn’s promote-from-within culture provides quarterly career-pathing sessions, stretch assignments, and access to an internal mentor network that spans 14 countries.
• • Live our five Core Values every day: take Ownership of customer outcomes, bring contagious Energy to every interaction, move with Speed & Agility when priorities shift, deliver Service that feels effortless, and stay relentlessly Human in every conversation.
• • Work 100 % remotely from anywhere in the United Kingdom while staying plugged into a vibrant EMEA support community. Daily virtual stand-ups, monthly town halls, and quarterly volunteer days keep culture alive across time zones.