Product Support Analyst

Your Job

Flint Hills Resources is seeking a Product Support Analyst role.

This is not a traditional support role! The right candidate to our team loves the challenge of keeping critical systems running and is equally energized by what comes next: a future where AI agents handle the routine, and analysts focus on what AI can't - spotting patterns, diagnosing complex failures, engineering smarter workflows, and guiding AI to deliver the right outcomes.

Right now, that future is being built.

Which means you'll do both.

You'll be the expert keeping the lights on - responding to incidents, troubleshooting complex integrations, and being the person the business counts on when things go wrong.

And alongside that, you'll help shape how AI changes this work - testing new capabilities, refining agents, and identifying what should be automated next.

If you thrive under pressure, love solving hard problems, and want to be on the front lines of an AI transformation in a real enterprise environment - this role was built for you.

You don't need to be an AI expert.

You need to be a critical thinker who owns their craft and sees AI as a tool to do more, faster.

This role is based in Wichita, Kansas, with occasional travel (5-10%) to Rosemount, MN and Corpus Christi, TX.

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


* Build understanding of business processes and stakeholder needs, and ensures resolution prioritization is based on what is truly critical to business continuity, not just what feels urgent


* Engage across FHR IT teams to drive permanent solutions, improving monitoring, alerting, and logging to prevent or catch issues faster


* Respond to and resolve issues within expected SLAs; partner with IT teams to ensure monitoring and alerting reflects what the business actually needs to stay operational


* Leverage, improve, and guide AI agents and workflows - helping refine troubleshooting playbooks, knowledge bases, and automation to continuously raise the bar


* Identify patterns and opportunities where AI could take over - and help build toward that future


* Continuously improve customer experience, support efficiency, and application reliability


* Participate in the team's on-call rotation (1 weekday every 2 weeks, 1 weekend every 8 weeks)

Who You Are (Basic Qualifications)


* Experience troubleshooting applications with complex integrations (event-based, APIs)


* Experience in SQL and basic coding capabilities (PowerShell, Python or similar)


* Experience in - or genuine curiosity about - AI tools, agents, or automation workflows; you've tinkered, explored, or built something on your own


* Experience partnering with IT and non-IT stakeholders with the ability to articulate business impact


* This role is not eligible for visa sponsorship

What Will Put You...