Production Support Analyst

Production Support Analyst

Position Summary

The Production Support Analyst (India) is a technically-focused front-line analyst who triages, reproduces, and troubleshoots client-reported issues across Hexure SaaS products (e.g., FireLight, IXN). The role emphasizes rigorous investigation in lower environments, code-reading proficiency in C# (without coding), and high-quality escalations to US counterparts for production-related actions.

About Hexure India:

Headquartered in the city of Jaipur, Rajasthan, we are a team of highly motivated and committed individuals with years of expertise, developing and delivering innovative sales automation solutions for the insurance and financial services industries. We work collectively with our US-based company to develop software solutions that are intuitive, easy to use, and compliant. Together as a team, we strive to provide our insurance carrier and distributor clients best-in-class sales solutions that transform business processes and empower sales across all insurance, retirement and investment products. We encourage creativity and innovation, champion teamwork and are committed to being the best at what we do – and always have our customers best interest in mind.

Employment Benefits Package Includes:

• 100% employer paid medical insurance for family, 100 % employer paid accidental insurance.

• 100% employer paid term insurance.

• Pre-tax savings programs and retirement planning programs.

• Parking, Team Building Activities, Employee Appreciation Events.

• Hybrid work schedule.

• Twenty days annual paid time off/sick time on an accrual basis, Maternity Leave, Paternity Leave and Bereavement Leave.
Casual work environment with 5-day week.

Collaboration & Access Context (India):

India Production Support team members operate without direct access to the US production environment. They perform investigation and reproduction in lower environments (e.g., DEV/QA/UAT), prepare complete technical escalations, and partner with the US Production Support and Engineering teams for production log retrieval, configuration changes, and deployments.

Support Window & Shifts:

Hexure offers live client support from 8:00am to 8:00pm EST. India team members work schedules aligned to India Standard Time (IST) with planned overlap to the US support window for effective collaboration and handoffs.

Deliverables & Performance Measures:

• Acknowledge, triage, and resolve cases in Jira Service Management within SLAs; communicate status and next steps clearly to clients and internal stakeholders.

• Reproduce issues in non-production environments; analyze logs/payloads, API calls (REST/SOAP), and transmission artifacts (SFTP/HTTP).

• Read and interpret C# to understand probable root cause paths; document findings and recommended workarounds or fixes for review.

• Prepare complete escalations to US Production Support/Tier 2–3, including repro steps, environment details, payloads, logs, and certificate/endpoint information.

• Contribute at least one knowledge article per month; update runbooks and troubleshooting workflows.

What will make you successful:

• Perform first-contact investigation and confirm environment/permissions; maintain ticket hygiene and correct categorization/prioritization.

• Execute standard runbooks for account provisioning, connectivity checks, and configuration questions across FireLight and IXN.

• Participate in joint troubleshooting sessions with US teams; ensure timely and structured handoffs across time zones.

• Identify incident patterns; suggest preventive actions and documentation/process improvements.

• Support regression/validation in lower environments ahead of releases; update KB with known issues and resolutions.

Qualifications:

• 2–3+ years in application/SaaS support or integration support.

• Hands-on exposure to transmission protocols (SFTP, HTTP), APIs/Web Services (REST/SOAP), and certificates.

• Ability to read C# and navigate IDEs to trace execution paths; familiarity with ACORD XML structures is a plus.

• Proficiency with Jira Service Management and documentation platforms (Confluence/SharePoint).

• Strong communication skills and experience collaborating across geographies and time zones.

• Jira Service Management; Confluence/SharePoint for documentation.

• IDE (read-only diagnostics), Postman/REST clients, SFTP/FTP clients, certificate management tools.

• Internal debugging utilities and log viewers.

Core Values:

• Courage : At Hexure we bravely tackle challenging tasks by speaking up and taking the first step. We are looking for candidates who are not afraid to take on new tasks and ask for help when needed.

• Accountable: We take ownership of our impact on colleagues, customers and community. We are looking for candidates who understand the impact of their words, work, and actions, striving to ensure that goals and objectives are met with integrity, while leveraging their influence to enhance the lives of colleagues and customers.

• Resilient : We swiftly recover from setbacks by maintaining a solution-oriented mindset, staying focused and continuously seeking improvement. We are searching for candidates who exhibit strong resilience, showing the ability to bounce back quickly from adversity, embrace challenges with a positive attitude, and consistently drive towards overcoming obstacles.

• Inquisitive : At Hexure we seek innovative solutions and constantly challenge the status quo. We are seeking candidates who demonstrate natural curiosity, actively ask questions, pursue new knowledge, and eagerly explore uncharted territories to drive innovation.

• Nimble: We are flexible and adaptable. We are seeking candidates who can quickly adjust to changing circumstances, embrace new challenges with ease, and effectively navigate dynamic environments.

• Growth: At Hexure we commit to nurturing the growth and development of our employees, business and communities. We are seeking candidates who will match our enthusiasm for continued growth.
  

Where We See This Role Going:

• · Senior Production Support Analyst
· Tier 2 Production Support Analyst

Expected hours of Work:

This is a full-time position with regular office hours Monday through Friday.

This job description in no way states or implies that these are the only duties to be performed by the employee incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties as requested.

A review of this position has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties. All duties and responsibilities are essential job functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the employee must possess the skills, aptitudes and abilities to perform each duty proficiently. The requirements listed in this document are the minimum levels of knowledge, skills or abilities.

This document does not create an employment contract, implied or otherwise, other than an "at will" relationship.