Support Analyst / Onsite-Offshore Bridge Coordinator

3 - 6 years

5 - 12 Lacs

Posted:1 month ago| Platform: Naukri logo

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Work Mode

Remote

Job Type

Full Time

Job Description

Support Analyst

Role & responsibilities

  • Serve as the

    primary communication link

    between client-facing teams and offshore development teams.
  • Monitor and

    track production issues

    and service-level commitments, ensuring SLA adherence.
  • Perform

    initial analysis

    of issues reported from the client or end users including reviewing logs, testing flows, or querying databases.
  • Understand the architecture of the system, including

    mobile/web front-ends

    ,

    backend integrations

    , and

    cloud infrastructure

    (especially AWS).
  • Escalate issues

    to the dev team only when necessary after doing proper triage and collecting all required context.
  • Provide clear and

    accurate updates

    to both teams, ensuring nothing is lost or miscommunicated.
  • Conduct

    sanity testing or flow testing

    where needed to replicate or validate reported issues.
  • Maintain

    detailed and organized documentation

    of issues, resolutions, and communications.
  • Proactively

    follow up

    on open items and ensure timely resolution.
  • Participate in daily sync-ups or standups with both onsite and offshore teams.

Preferred candidate profile

  • 3+ years of experience in a

    support, tech liaison, or application support

    role.
  • Strong understanding of

    mobile and web application architectures

    , with knowledge of

    integration points

    and

    API interactions

    .
  • Basic understanding of

    AWS cloud infrastructure

    (EC2, RDS, S3, etc.) and how environments are structured.
  • Able to navigate and query databases (e.g., MySQL, PostgreSQL) to investigate issues.
  • Comfortable using SSH to access servers and check application or system logs for troubleshooting purposes.
  • Excellent

    English communication skills

    both written and spoken.
  • Outstanding

    listening skills

    , with the ability to catch nuance and detail in communication.
  • Familiarity with

    ticketing systems

    like Jira, Trello.
  • Proactive in

    flagging issues

    , setting up

    communication channels

    , and following through until resolution.
  • Experience working under

    production SLA environments

    and handling

    incident management

    .
  • Ability to

    document

    and deliver technical and business information clearly across audiences.
  • Previous experience working in

    client-facing roles

    or in

    managed service environments

    .

work with US time zones

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