Information Technology Product Support

As a Senior Engineer in IT Product Support, your role will involve analyzing support tickets, coordinating with other teams, and providing technical solutions. You will need to understand the application, its processes, and stakeholders" information. Additionally, you will be responsible for understanding support ticket requirements, communicating with requestors for clarity, and staying up to date with industry best practices. Key Responsibilities: - Analyze support tickets, coordinate with other teams, and provide technical solutions - Understand application processes and stakeholders" information - Coordinate with requestors for better requirement clarity - Communicate effectively with users, internal teams, and vendors - Stay updated with industry best practices - Utilize Agile and Lean methodologies - Manage escalated tickets from L1 support and ensure timely resolution within SLAs - Communicate regularly with stakeholders on ticket progress and status - Participate in process improvement for assigned applications/projects - Analyze and reproduce bugs to identify root causes - Escalate unresolved issues to development or engineering teams for further analysis or fixes Qualifications Required: - Minimum 3 years of experience - Proficiency in web technologies such as JSON, XML, Web Services, APIs, SQL, and Database configuration - Familiarity with HTML, CSS, or JavaScript for debugging and analysis - Exposure to API testing tools like Postman and Swagger - Experience in mobile app testing using test flight and Sauce Labs - Understanding of Google Play Console for app publishing and management - Knowledge of website analytics tools for tracking and analyzing website data - Excellent debugging and troubleshooting skills - Self-starter with strong organizational and time management skills - Ability to work independently and manage multiple priorities - Experience in offshore-onsite delivery teams - Knowledgeable in ITIL or similar frameworks for incident management (ITIL Certified desirable) - Proficiency in collaboration and workflow tools such as ServiceNow and Confluence Education: - B.E / B.Tech / MCA / BSc (Note: The additional details of the company were not provided in the job description.),