Product Support Analyst (L1) - Work in shifts

Role Overview

The Product Support Analyst (L1) will act as the first line of support for customers, leveraging technical skills and product expertise to resolve incidents efficiently. This role involves diagnosing, investigating, and resolving issues while coordinating with business teams, application owners, and infrastructure support to ensure SLA compliance.

Key Responsibilities

• Work as an L1 support team member to resolve customer product incidents.
• Diagnose, investigate, and implement workarounds for reported issues.
• Communicate effectively with stakeholders and close issues within agreed timelines.
• Respond to incidents (P1, P2, P3, P4) and adhere to escalation procedures.
• Collaborate with development teams for code changes or complex issue resolution.
• Troubleshoot business problems and implement secure, scalable product features.
• Take ownership of product features, provide bug fixes, and ensure cloud-scale performance.
• Work in shifts and support a 24x7 operational model.
• Follow ITIL best practices for incident handling.

Required Skills

• Bachelor s degree in computer science or equivalent experience.
• Application support and customer handling experience (preferred).
• Understanding of ASP.NET applications (preferred).
• Excellent troubleshooting and problem analysis skills.
• Knowledge of shell scripting and databases (MS SQL preferred).
• Familiarity with web technologies; Azure experience is a plus.
• Strong analytical and problem-solving skills.
• Excellent written and oral communication skills for diverse audiences.
• Ability to handle multiple tasks and adapt to changing environments.
• Strong organizational skills and self-starter attitude.
• Adequate knowledge (written & verbal) of Spanish Language will be preferred.

Technical Knowledge Preferences

ASP.NET, C#, Azure, Web API, SQL, Entity Services.Qualifications

Certifications (Preferred)-Azure, SQL, ITIL, .NET.

Experience-1-3 years