Product Support Analyst

Job Description: Title Job: Product Support Analyst Location: Hyderabad (Preferred) Experience: Consultant: 4+ years (2 positions) Senior Consultant: 5–9 years (1 position) Notice Period: Immediate to 15 days Job Purpose We are seeking a Product Support Analyst to join our team and ensure seamless operations for our products. The ideal candidate will have strong analytical skills, technical expertise, and a proactive approach to troubleshooting and resolving issues. As a Product Support Analyst, you will work closely with cross-functional teams to provide technical support and enhance customer satisfaction. Key Responsibilities ? Provide technical and operational support for product-related issues. ? Analyze and resolve customer concerns promptly to minimize downtime. ? Collaborate with product development teams to identify and fix bugs. ? Conduct root-cause analysis and implement solutions for recurring issues. ? Maintain up-to-date documentation of troubleshooting steps and resolutions. ? Assist in onboarding and training clients on product functionalities. ? Monitor product performance and proactively address potential risks. ? Follow best practices for incident management and escalation procedures. Qualifications & Skills ? Bachelor’s degree in Computer Science, Information Technology, or a related field. ? 4+ years of experience in product support or a similar role for Consultant positions. ? 5–9 years of experience for Senior Consultant positions. ? Strong expertise in SQL for querying and database troubleshooting. ? Knowledge of API integrations and debugging tools. ? Familiarity with ITSM tools (e.g., ServiceNow, Jira). ? Understanding of application monitoring tools (e.g., Dynatrace, Splunk). ? Excellent problem-solving and analytical skills. ? Strong verbal and written communication to interact with stakeholders. Technical Skills SQL, API Integrations, ITSM Tools, Application Monitoring Tools, Troubleshooting, Incident Management, Root Cause Analysis"