Product Support Analyst

Role & responsibilities

• Own support tickets and escalations from reporting through resolution and closure.
• Debug issues across user journeys, business processes, data, and systems using SQL, logs, and API tools.
• Reproduce issues, identify root causes, and provide Engineering teams with clear analysis, impact, and resolution requirements.
• Track dependencies, follow up with stakeholders, and validate fixes before closure.
• Analyse recurring issues to identify product gaps and recommend improvements to the Product team.
• Support UAT, product releases, and post-production issue management.
• Maintain accurate ticket updates, documentation, and knowledge repositories.
• Continuously improve support processes to enhance efficiency and user experience.

Preferred candidate profile :

• Education: BCA, B.Sc. (Computer Science/IT), or a related technical field preferred.
• Experience: 13 years of experience in Product Support, Application Support, or a similar role.
• Hands-on experience in debugging, troubleshooting, and root cause analysis.
• Working knowledge of SQL, APIs, and the ability to analyse application logs.
• Good understanding of software products, systems, and business workflows.
  • Strong communication, follow-up, and stakeholder management skills.
• High attention to detail with a proactive approach to problem-solving and issue resolution.