Product Support Analyst-1

📋 Description

• Provide Level 1 and Level 2 application support via phone and email for customers
• Monitor support queues; prioritize urgent cases within SLOs/SLA
• Own cases from investigation to resolution with guiding troubleshooting steps
• Research symptoms, test solutions, identify root causes, and determine workarounds/escalations
• Document troubleshooting, findings, solutions, and recommendations
• Maintain knowledge of product features, releases, and supported applications

🎯 Requirements

• Previous SaaS/enterprise application support or tech customer-support experience preferred
• Ability to provide Level 1/2 support and manage cases within SLA/SLO
• Strong analytical, investigative, troubleshooting, and problem-solving skills
• Excellent written and verbal communication for technical and non-technical audiences
• Customer-service mindset; de-escalation and positive client experience
• Experience with IT service management or ticketing tools like ServiceNow or Zendesk is

🎁 Benefits

• Fully remote position based in India
• Full-time, ~40 hours/week
• Monday–Friday schedule aligned with US business hours
• No regular travel; potential after-hours on-call rotation
• Opportunities to develop specialist expertise and progress toward advanced technical paths
• Collaborative knowledge sharing and career development opportunities