Product Support Specialist

Job Description: As a Product Support Specialist, you will be responsible for troubleshooting API issues, testing API calls, and interpreting messaging workflows to identify and resolve integration problems. You will monitor systems using dashboards and basic diagnostic tools to detect anomalies, track incidents, and ensure service health. Additionally, you will write and execute SQL queries to investigate, analyze, and resolve customer or system issues. Managing incidents and escalations with a structured, situation-based problem-solving approach will be a key part of your role, ensuring clear follow-through and resolution. Effective communication with customers, internal stakeholders, and external partners during escalations, providing timely updates and guidance, is crucial. Collaboration with cross-functional teams and contributing to knowledge bases/documentation in Jira, Confluence, and Zendesk will also be part of your responsibilities. You are expected to continuously learn and adapt, bringing fresh ideas, proactive solutions, and a growth mindset to the team. Key Responsibilities: - Troubleshoot API issues, test API calls, and interpret messaging workflows - Monitor systems using dashboards and diagnostic tools - Write and execute SQL queries for data analysis - Manage incidents and escalations with a structured problem-solving approach - Communicate effectively with customers, stakeholders, and partners - Collaborate with cross-functional teams and contribute to knowledge bases - Continuously learn and adapt, bringing fresh ideas and proactive solutions Qualifications Required: - Minimum 3+ years of experience in technical support, systems, or operations role - Strong API troubleshooting skills - Proficiency in SQL for querying and analyzing data - Familiarity with monitoring tools and dashboards - Excellent problem-solving skills and ability to resolve issues under pressure - Strong verbal and written communication skills - Experience using Jira, Confluence, and Zendesk (or similar tools) - Proactive mindset and enthusiasm for learning - Experience with SaaS or cloud-based environments - Knowledge of scripting languages for automating diagnostics or data analysis - Familiarity with incident management frameworks Please note that the job is for a Product Support Specialist located in Gandhinagar with rotational shifts.,