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Etech Global Services
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Product Support Specialist

Product Support Specialist

Etech Global Services

3 years

6 - 7 Lacs

gāndhīnagar

Posted:2 days ago| Platform: GlassDoor logo

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Skills Required

support flexibility learning development api test messaging resolve integration service sql analyze documentation jira confluence troubleshooting querying data relational monitoring communication zendesk saas scripting python diagnostics management schedule

Work Mode

Remote

Job Type

Part Time

Job Description

Remote

What We offer:

Remote work flexibility
Competitive salary based on experience
Exposure to global projects and teams
Learning and development support

What You’ll Be Doing:

Troubleshoot API issues, test API calls, and interpret messaging workflows to identify and resolve integration problems.
Monitor systems using dashboards and basic diagnostic tools to detect anomalies, track incidents, and ensure service health.
Write and execute SQL queries to investigate, analyze, and resolve customer or system issues.
Manage incidents and escalations with a structured, situation-based problem-solving approach; ensure clear follow-through and resolution.
Communicate effectively with customers, internal stakeholders, and external partners during escalations, providing timely updates and guidance.
Collaborate with cross-functional teams and contribute to knowledge bases/documentation in Jira, Confluence, and Zendesk.
Continuously learn and adapt — bringing fresh ideas, proactive solutions, and a growth mindset to the team.

What We Expect You To Have:

Minimum 3+ years of experience in technical support, systems, or operations role (more experience is a plus).
Strong API troubleshooting skills, including the ability to test and analyze API requests/responses.
Proficiency in SQL for querying and analyzing data from relational databases.
Familiarity with monitoring tools, dashboards, and basic diagnostic workflows.
Excellent problem-solving skills with the ability to adapt to different scenarios and resolve issues under pressure.
Strong verbal and written communication skills, with proven experience managing escalations.
Experience using Jira, Confluence, and Zendesk (or similar ticketing/documentation tools).
A proactive mindset and enthusiasm for learning, beyond just following processes.
Experience with SaaS or cloud-based environments.
Knowledge of scripting languages (e.g., Python, Bash) for automating diagnostics or data analysis.
Familiarity with incident management frameworks (e.g., ITIL).

Job Title

Product Support Specialist

Location

Gandhinagar

Schedule & Shift

Rotational Shifts

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