Product Support Analyst

As an Application/Product Support Engineer, you will be responsible for providing Level 1 and Level 2 support for web-based products and their associated cloud or on-premises infrastructure. Your primary focus will be on managing incidents, delivering excellent customer service, and ensuring timely problem escalation and resolution. With 3 to 6 years of experience in a product technical support environment, you will play a crucial role in troubleshooting and resolving application and infrastructure-related issues. You will provide technical support to end users through various channels such as phone, email, and web-based tools. Additionally, you will advise users on proper product usage and coordinate with Level 3 support when necessary. Your responsibilities will also include assisting customers during product deployment, ensuring timely resolution of user issues in line with defined SLAs, and proactively identifying recurring problems to implement continuous service improvement measures. You will create and maintain knowledge base documents, SOPs, and incident documentation for support activities. Collaboration with cross-functional teams to understand requirements and deliver effective technical solutions is essential. You will also be involved in coordinating the setup and maintenance of DEV/QA/UAT environments, monitoring servers, databases, and network devices, and analyzing system alerts to minimize service disruptions. Strong skills in problem analysis, incident resolution, and root cause identification are required for this role. You should be able to work effectively in a fast-paced, agile environment, demonstrating critical thinking and problem-solving capabilities. Excellent written and verbal communication skills, as well as the ability to handle client interactions confidently, are crucial. This position may require working in 24x7 rotational shifts. Familiarity with IT infrastructure components, infra monitoring and log analysis tools, incident management tools, and ITIL processes is necessary. Exposure to agile delivery methodologies is desirable. If you are a self-motivated individual with a positive attitude and openness to change, we encourage you to apply for this challenging opportunity.,