Support Analyst / Onsite-Offshore Bridge Coordinator

Job Description

We are seeking a proactive and technically sound Support Analyst to act as the communication and coordination bridge between onsite client teams and offshore development teams . The ideal candidate will have excellent communication and listening skills, a strong understanding of mobile and web applications , and the ability to grasp technical issues related to integrations, AWS cloud infrastructure , and databases . This role is critical to ensuring timely issue resolution, proper communication flow, and consistent SLA compliance in a production environments. 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 . Willingness to work with US time zones (e.g., EST/PST) to ensure real-time coordination with client teams