IT Product Support Analyst

Your Job

Join Flint Hills Resources as an IT Product Support Analyst, where your expertise will not only drive technological excellence but also empower our mission to create superior value through innovation and customer interaction.

This role is pivotal in maintaining the seamless operation of the technologies that are key for FHR's capabilities success.

By joining our customer-centric team, you will play a key role in ensuring the reliability and continuous transformation of our support services.

FHR believes in investing in our employees' professional growth and development.

We are committed to providing a supportive and nurturing environment where you can thrive and advance in your career.

FHR offers exciting pathways for rapid advancement into technical and functional leadership roles, empowering you to lead and inspire others as you progress in your career journey.

This role is based in Wichita, Kansas, with developmental opportunities and the possibility of occasional travel (5 to 10%) to our sites in Rosemount, Minnesota, and Corpus Christi, Texas.

What You Will Do


* Proactively identify, troubleshoot, and resolve complex technical issues, becoming a trusted ally to our customers and a problem-solver who thrives on challenges


* Engage in collaborative root cause analysis across an array of FHR business applications, leveraging your technical expertise to drive permanent solutions alongside IT peers, end users, and vendors


* Take initiative in monitoring system health, with a keen eye for enhancing proactive measures and utilizing innovative solutions such as AI to elevate our service quality


* Maintain and refine documentation in partnership with the product team, ensuring clarity and effectiveness for both support personnel and users


* Deepen your understanding of our technologies and their business applications, seeking ways to enhance the customer experience through self-service options, automation, and forward-thinking service improvements


* Contribute to the product delivery team's discussions on supportability and reliability, keeping abreast of product developments and ensuring the support process aligns with the latest changes


* Participate in the on-call rotation

Who You Are (Basic Qualifications)


* Experience supporting and troubleshooting complex data systems and integrations


* Experience writing SQL queries


* Experience reading/debugging code


* Experience effectively communicating and problem-solving with customers

What Will Put You Ahead


* Experience debugging or modifying code (.NET / typescript / python) or database procedures


* Experience in event based and API integration


* Experience with AWS Technologies (Lambda, S3, Cloudwatch, AWS X-Ray)


* Experience with Neo4J Graph Databases and Cypher queries


* Familiarity with data integration tools such as Denodo, Alteryx, Matillion


* Experience with monitoring tools and effective alert...