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Position Overview:

As a Product Support Analyst, you will help dealerships maximize the performance of their websites, inventory systems, lead generation tools, and digital solutions. This role combines technical troubleshooting, website configuration, case management, and customer support within a fast-paced environment.

You will investigate complex issues across multiple systems, identify root causes, implement solutions, and guide customers through technical challenges. Successful candidates are naturally curious problem-solvers who enjoy learning new technologies, analyzing data, managing multiple priorities, and delivering exceptional customer experiences.

This position is ideal for individuals who thrive in a dynamic environment, communicate effectively with both technical and non-technical audiences, take ownership of their work, and consistently seek solutions through research, documentation, and collaboration.

What You'll Do

·       Serve as a trusted technical resource for dealership customers by diagnosing, troubleshooting, and resolving website, inventory, lead management, and digital retailing issues.

·       Investigate how data moves between multiple interconnected systems, including dealership management systems (DMS), inventory providers, inventory feeds, websites, CRMs, and third-party partners.

·       Analyze website behavior, identify root causes of issues, and implement solutions that improve functionality, accuracy, and customer experience.

·       Manage a portfolio of support cases simultaneously, balancing inbound customer interactions with project work, case follow-up, and ongoing investigations.

·       Configure and maintain dealership websites using a variety of proprietary tools, including page creation, navigation management, promotional content, call-to-action configuration, and digital marketing features.

·       Review inventory data, pricing structures, vehicle merchandising rules, and display configurations to ensure inventory appears accurately across websites and advertising channels.

·       Troubleshoot lead generation workflows, form submissions, lead routing configurations, CRM integrations, and customer communication channels.

·       Partner with specialized technical teams to investigate advanced issues related to inventory feeds, domains, development, integrations, and platform functionality.

·       Interpret logs, historical activity, system outputs, and configuration settings to identify trends, isolate issues, and prevent recurring problems.

·       Document findings, troubleshooting steps, resolutions, and client communications in Salesforce to create clear records and support future investigations.

·       Research unfamiliar issues using internal documentation, knowledge bases, case history, training materials, and collaboration channels.

·       Evaluate competing priorities and determine the most effective course of action while maintaining responsiveness to customer needs.

·       Support dealership marketing initiatives through website content updates, campaign implementation, promotions management, and website optimization activities.

·       Review integrations between Dealer.com products and external vendors to verify proper functionality and data flow.

·       Assist customers in understanding platform functionality by translating technical concepts into clear, customer-friendly language.

·       Monitor the impact of configuration changes and validate that updates are functioning correctly across affected systems.

·       Develop expertise across multiple software platforms, business processes, and support disciplines while continuously expanding technical knowledge.

·       Take ownership of customer issues from initial contact through final resolution, ensuring customers remain informed and supported throughout the process.

·       Contribute to a knowledge-sharing culture by documenting learnings, identifying process improvements, and helping strengthen team expertise.

·       Maintain productivity in a fast-paced environment that requires attention to detail, adaptability, critical thinking, and consistent follow-through.

·       Build a strong understanding of dealership operations, website technology, inventory management, digital marketing, and customer acquisition strategies to better support client success.

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Professional development assistance
• Referral program
• Vision insurance

Application Question(s):

• Have you ever worked with Etech, any of its affiliates, or outsourced agencies in a full-time, part-time, seasonal or temporary role assigned to Etech?
• Have you ever been on probation or received deferred adjudication for any misdemeanor or felony within the last 5 years?
• Have you ever been convicted of misdemeanor or felony within the last 5 years?

Education:

• High school or equivalent (Required)

Experience:

• Technical support: 1 year (Required)
• Software troubleshooting: 1 year (Preferred)

Ability to Commute:

• San Antonio, TX 78245 (Required)

Work Location: In person

Etech's Vision

To make a remarkable difference for our people, our customers and within our communities.

Etech's Mission
Etech is a servant leader organization providing superior customer experiences and innovative solutions which enable our clients to build stronger brands, strengthen customer relationships, and gain market share.

Our Character Commitments

Etech's success can be attributed to these 12 character commitments. They are the very foundation of the company. Each employee in the organization, regardless of position, is trained and strives to exemplify these characteristics in everything they do.

Integrity
Valuing People
Teamwork
Accountability
Communication
Vision
Adaptability
Humility
Creativity
Teachability
Positive Influence
Courage