Product Support Analyst

Responsibilities

• Manage support tickets and escalations from initial reporting through to final resolution and closure.
• Utilize SQL, log analysis, and API tools to troubleshoot and debug issues spanning user workflows, business operations, data integrity, and system performance.
• Reproduce reported incidents, determine root causes, and deliver comprehensive analysis to Engineering teams outlining impact and specific resolution needs.
• Monitor project dependencies, coordinate with relevant stakeholders, and verify that implemented fixes meet quality standards before closing tickets.
• Review recurring incidents to pinpoint product deficiencies and propose actionable enhancements to the Product team.
• Assist with User Acceptance Testing (UAT), coordinate product release activities, and oversee post-production issue management.
• Ensure all ticket records, technical documentation, and knowledge base entries are kept accurate and up-to-date.
• Continuously refine support workflows to boost operational efficiency and elevate the end-user experience.

Requirements

• Education: BCA, B.Sc. (Computer Science/IT), or a related technical field preferred.
• Experience: 1-3 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.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.