# Expression of Interest - Product Support Analyst

> Serko Ltd · Dallas, United States (Hybrid) · — · Posted 2026-09-28

**Workplace:** hybrid

**Department:** Revenue

## Description

Serko is a cutting-edge tech platform in global business travel & expense technology. When you join Serko, you become part of a team of passionate travellers and technologists bringing people together, using the world’s leading business travel marketplace. We are proud to be an equal-opportunity employer, we embrace the richness of diversity, showing up authentically to create a positive impact.

## Requirements

### Make an Impact

Ready to shape the future of intelligent business travel? Serko is looking for two ambitious **Product Support Analysts (Level 1)** to join our North American team in Dallas (Southlake) as we scale **Serko.ai**, our breakthrough AI-powered flagship platform. Serko.ai is redefining how global enterprises navigate travel and expense management by combining predictive intelligence with effortless user experiences. In this high-impact role, you will be on the front lines of innovation—delivering first-class technical support, troubleshooting product inquiries, and ensuring our corporate clients seamlessly leverage the full power of Serko.ai's cutting-edge features.

### What you'll get to do

-   **Deliver Remote Support:** Provide primary technical and functional support via phone and email, addressing routine client queries and application issues.
-   **Resolve Client Issues:** Investigate and resolve problems promptly while keeping clients continuously updated on resolution progress.
-   **Manage Escalations:** Recognize complex technical issues and escalate them effectively following established protocols.
-   **Document & Knowledge Share:** Maintain detailed records of all client communications and technical solutions in the internal system, contributing to team best practices and the knowledge base.
-   **Continuous Learning:** Proactively build and maintain deep product knowledge, attending relevant training sessions to enhance technical capabilities.
-   **Drive Process & Product Improvement:** Identify and report opportunities for workflow enhancements, product improvements, or potential expansion sales to key stakeholders and management.
-   **Support Quality Assurance:** Assist with issue troubleshooting and product release testing as directed by management.

### What you'll bring

-   **Customer-Centric Focus (Essential):** An absolute commitment to customer satisfaction, paired with a positive, proactive attitude and a passion for helping users succeed.
-   **Communication & Stakeholder Engagement:** Exceptional written and verbal communication skills, with the proven ability to converse confidently with both non-technical end-users and IT specialists across all levels of an organization.
-   **Analytical & Problem-Solving Skills:** Strong diagnostic capabilities to analyze issues, evaluate operational contexts, and deliver effective technical solutions.
-   **AI & Tech Proficiency:** Hands-on experience and proficiency in leveraging AI tools to enhance productivity, optimize support workflows, and assist in problem resolution.
-   **Commercial Acumen & Adaptability:** A solid understanding of business solutions within a corporate context, alongside the versatility to collaborate on cross-functional initiatives outside your core domain.
-   **Travel Industry Experience (Preferred):** Prior exposure to corporate travel management, booking systems, or the broader travel technology ecosystem is advantageous, but not essential.

## Benefits

At Serko we aim to create a place where people can come and do their best work. Offering competitive benefits that support you as an individual.  

Some of the benefits we offer at Serko are: 

-   A competitive base salary and discretionary incentive plan based on individual and company performance
-   Focus on development: Access to a learning & development platform, committed budget and opportunity for you to own your own career pathways.

## Apply

[Apply at Serko Ltd](https://apply.workable.com/serko-ltd/j/9011650E53/apply)

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