Product Support Specialist

Product Support Specialist

Key Responsibilities

• Provide end-to-end production support for business-critical applications and ensure minimal downtime.
  
• Monitor application performance, identify issues, and proactively resolve incidents.
  
• Conduct root cause analysis (RCA) and implement permanent fixes to prevent recurrence.
  
• Gather, analyze, and document business requirements from stakeholders.
  
• Collaborate with development, QA, and operations teams to drive issue resolution and enhancements.
  
• Prioritize and manage support tickets based on severity and business impact.
  
• Assist in UAT, product rollout activities, and post-production validations.
  
• Create and maintain support documentation, knowledge base articles, and SOPs.
  
• Communicate effectively with internal teams and customers regarding issue status and updates.
  

Required Skills & Experience

• 4-8 years of experience in

  Production Support

  and

  Business Analysis

  roles.
• Strong understanding of ITIL processes, incident management, and problem-solving methodologies.
  
• Ability to analyze business workflows and translate them into technical actions.
  
• Good knowledge of SQL, log analysis, or basic scripting (added advantage).
  
• Hands-on experience with ticketing tools (JIRA, ServiceNow, etc.).
  
• Excellent communication, documentation, and stakeholder management skills.
  
• Ability to work under pressure and handle critical production issues.
  

Good to Have

• Experience in application support for SaaS or product-based companies.
  
• Exposure to monitoring tools like Splunk, Dynatrace, Grafana, etc.
  
• Experience working in Agile environments.