Want to work at a company committed to enabling economic growth through predictive cloud software? Do you want to get in on the next phase of growth for a software company with an amazing brand legacy and over 900 customers?

At IMPLAN, we enable enterprises, governments, academic researchers, economic development organizations, and consultants to understand economic impacts – and most importantly, how to leverage them.

We have been around for over 40 years and are entering the next phase of growth fueled by our cloud software platform. Reception has been exceptional, we have an excellent lead investor, and we are ready to accelerate!

Who We Need

• The Product Support Specialist is responsible for providing expert technical support for IMPLAN Cloud and API products and integrations, managing the identification, triage, and resolution of escalated customer issues by collaborating with Product and Development teams. This role involves monitoring application performance and user feedback mechanisms, leveraging tools like Datadog and Pendo to generate actionable data insights for product improvement. The specialist also serves as a subject matter expert, maintaining API documentation, and supporting customer projects, including the use of emerging technologies such as AI to enhance the product support ecosystem.

Primary Responsibilities

• Support IMPLAN Cloud and API products, working with customers or customer support to identify, triage, and find solutions prior to involving our development team.
• Escalate appropriate issues, collaborating with Product and Development team members to find near term and long term solutions.
• Keep track of the issue until it is resolved and solution is communicated
• Monitor our inbound feedback and defect reporting mechanisms, assessing appropriate priority and working with Product, Development, and I.T. for appropriate scheduling.
• Leverage tools like Datadog for monitoring application performance and stability, Pendo for analyzing user behavior and product adoption, and other mechanisms to generate comprehensive usage reports, translating this data into actionable insights for the Product and Development teams.
• Create and maintain API documentation and code samples on IMPLAN’s public GitHub repository.  
• Serve as a subject matter expert for API and other technical support on customer demos and discovery calls, with the ability to demonstrate solutions for IMPLAN cloud and API.  
• Support customer projects using IMPLAN Cloud and API products, as well as other commercially available tooling. 
• Leverage emerging technologies like AI to improve product support, documentation and coding samples, integrations and customer projects. 

Required Skills & Abilities

• Comfortable with serving as a technical resource and knowledge provider to the business.
• Coding background in Python, C# or similar programming language.  SQL experience is a bonus.
• Experience supporting web applications for a Cloud product.
• Experience in collaborating with product and development team members to build software in an agile environment.
• Experience sharing ideas on process improvement while also adapting to existing methodologies.

Education & Experience

• College Degree in a relevant field (CS, MIS, Economics) with 1+ year of experience, or
• 3 years of professional experience in a related field
• Experience working with AI Coding tools a bonus!

What We Offer

At IMPLAN, we have crafted a collaborative and welcoming workplace focused on achieving the specific goals laid out by our community. We are always seeking agile, engaged, and high caliber people to join our team. We offer a comfortable office environment, free snacks and drinks, company social outings, and a workweek that ends at 3 p.m. on Fridays. Benefits offered include:

• Medical, Dental, Vision, Short & Long Term Disability, and Basic Life insurance 
• Flexible Spending Accounts
• Retirement 401k plan with Company Match
• Gym Membership Reimbursement
• Paid Time Off and 10 Company Paid Holidays

IMPLAN is a remote workplace. This role requires occasional travel to our Huntersville, NC office or other locations for team meetings and client visits

All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veterans status, or other legally protected status.