Product Support Analyst
2 days ago
Description
:
Job Summary:
As a Product Support Analyst, you'll deliver second-level support to both internal teams and self-service customers, ensuring prompt resolution of issues. You'll take ownership of assigned cases from our Global Support team, seeing them through to closure or proper reassignment. Advanced troubleshooting and problem-solving skills are essential for this role, as you'll be expected to leverage available resources and collaborate with our product development team to swiftly resolve complex issues.
Friday - Tuesday, 6:00 AM to 3.00 PM IST - Flexible
Role & Responsibilities:
Provides product support to internal users and self-service clients. Works closely with level 1 support, software engineers, business analysts, and quality assurance analysts to triage reported software issues. Analyzes application logs and investigates root cause for reported issues. Builds database queries to investigate data related issues. Maintains knowledgebase of known issues and resolutions or workarounds.Required Skills:
B.Tech/B.E/B.Sc degree in Computer Science or related engineering streams. Working knowledge of bug/incident tracking systems such as Service Now and Azure DevOps. Experience in database analysis with the ability to read, write, and execute basic SQL queries. Experience with cloud based platforms such as AWS or Azure preferred. Good communication skills (Verbal and Written). 3+ years’ experience in Software Engineering, Quality Assurance, DevOps or a related field. Ability to understand software development terminology and concepts. Ability to multi-task and work separate issues in a fast paced & dynamic company environment. Demonstrated ability to work independently with limited direction or as part of a team. Flexibility to work in shiftsIf you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us
It is Epiq’s policy to comply with all applicable equal employment opportunity laws by making all employment decisions without unlawful regard or consideration of any individual’s race, religion, ethnicity, color, sex, sexual orientation, gender identity or expressions, transgender status, sexual and other reproductive health decisions, marital status, age, national origin, genetic information, ancestry, citizenship, physical or mental disability, veteran or family status or any other basis protected by applicable national, federal, state, provincial or local law. Epiq’s policy prohibits unlawful discrimination based on any of these impermissible bases, as well as any bases or grounds protected by applicable law in each jurisdiction. In addition Epiq will take affirmative action for minorities, women, covered veterans and individuals with disabilities. If you need assistance or an accommodation during the application process because of a disability, it is available upon request. Epiq is pleased to provide such assistance and no applicant will be penalized as a result of such a request. Pursuant to relevant law, where applicable, Epiq will consider for employment qualified applicants with arrest and conviction records.
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