Product Support Analyst

We are seeking a Application/Product Support Engineer to provide Level 1 and Level 2 support for web-based products and their associated cloud or on-premises infrastructure. The ideal candidate will have extensive experience in delivering excellent customer service,managing incidents, and driving timely problem escalation and resolution.

Experience:

3 to 6 years of experience in a product technical support environment, with a primaryfocus on infrastructure support.

Primary Job Functions:

• Provide Level 1 and Level 2 technical support to end users through phone,email, and web-based tools.
• Troubleshoot and resolve application and infrastructure-related issues,advising users on proper product usage and coordinating with Level 3 support when required.
• Assist customers during product deployment and ensure timely resolution of user issues in line with defined SLAs, priority, and escalation protocols.
• Proactively identify recurring problems and implement continuous service improvement measures.
• Create and maintain clear knowledge base documents, SOPs, and incident documentation for support activities.
• Attend and manage daily status calls, tracking issue progress against project timelines and ensuring stakeholder alignment.
• Collaborate with cross-functional teams to understand requirements and deliver effective technical solutions.
• Coordinate the setup and maintenance of DEV/QA/UAT environments and ensure smooth IT delivery workflows.
• Perform staff scheduling and participate in on-call support rotations to maintain consistent service coverage.
• Continuously monitor servers, databases, and network devices for health, availability, and performance using tools such as AZURE Application Insights, Datadog,Nagios, Dynatrace, etc.
• Track resource utilization (CPU, memory, disk, bandwidth) and identify capacity risks, suggesting scaling or upgrades where needed.
• Analyze system alerts, determine operational impact, and respond promptly to minimize service disruptions.
• Ensure adherence to uptimetargets and SLAs, and drive root cause analysis for recurring incidents.
• Collaborate with application, database,cloud, and network teams for holisticmonitoring and support.
• Optimize alert accuracy and incident response processes, minimizing false positives and improving reliability.
• Develop and implement automated workflows to respond to system conditions and support tasks.

Required Skills:

• Strong understanding of web application functionalities and customizations.
• Proven experience in production support environments, handlingL1 and L2 support activities.
• Solid skills in problem analysis, incident resolution, and root cause identification.
• Ability to work effectively in a fast-paced, agile environment, demonstrating strong critical thinking and problem-solving capabilities.
• Self-motivated and proactive individual with a positive attitude and openness to change.
• Professional demeanor with the ability to handle client interactions confidently and effectively.
• Excellent written and verbal communication skills, including documentation.
• Willingness to work in 24x7 rotational shifts as required.
• Familiarity with IT infrastructure components such as servers, databases, networks, and cloud platforms.
• Experience with infra monitoring and log analysis tools (e.g., CloudWatch, ELK Stack, PagerDuty).
• Experience with application performance management, monitoring and analytics tools (eg. Azure Application Insights, Datadog, Nagios, Dynatrace)
• Working knowledge of incident management tools and processes (e.g.,ServiceNow, Jira).
• Strong ability to assess alerts, determine impact and priority, and respond under pressure.
• Knowledge or certification in ITIL processes is required.
• Exposure to agile delivery methodologies is desirable.