Programming.com | Product Support Analyst--PD | hyderabad

2 weeks ago

hyderabad, India Programming.com Full time

Job Description


Title Job: Product Support Analyst

Location: Hyderabad (Preferred)

Experience:


Consultant: 4+ Years (2 positions)

Senior Consultant: 5–9 years (1 position)

Compensation:

Consultant: Up to 10 LPA

Senior Consultant: Up to 16 LPA

Notice Period: Immediate to 15 days


Job Purpose

We are seeking a Product Support Analyst to join our team and ensure seamless operations for our products. The ideal candidate will have strong analytical skills, technical expertise, and a proactive approach to troubleshooting and resolving issues. As a Product Support Analyst, you will work closely with cross-functional teams to provide technical support and enhance customer satisfaction.


Key Responsibilities

► Provide technical and operational support for product-related issues.

► Analyze and resolve customer concerns promptly to minimize downtime.

► Collaborate with product development teams to identify and fix bugs.

► Conduct root-cause analysis and implement solutions for recurring issues.

► Maintain up-to-date documentation of troubleshooting steps and resolutions.

► Assist in onboarding and training clients on product functionalities.

► Monitor product performance and proactively address potential risks.

► Follow best practices for incident management and escalation procedures.


Qualifications & Skills

► Bachelor’s degree in Computer Science, Information Technology, or a related field.

► 4+ years of experience in product support or a similar role for Consultant positions.

► 5–9 years of experience for Senior Consultant positions.

► Strong expertise in SQL for querying and database troubleshooting.

► Knowledge of API integrations and debugging tools.

► Familiarity with ITSM tools (e.g., ServiceNow, Jira).

► Understanding of application monitoring tools (e.g., Dynatrace, Splunk).

► Excellent problem-solving and analytical skills.

► Strong verbal and written communication to interact with stakeholders.


Technical Skills

SQL, API Integrations, ITSM Tools, Application Monitoring Tools, Troubleshooting, Incident Management, Root Cause Analysis

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