Job Description :
The Product Support Analyst provides second level support for internal and self-service customers. The analyst will assume ownership of support cases assigned by the Global Support team and will follow through until the issue has been closed or reassigned to another individual or department.
If a question cannot be immediately answered, the candidate will be expected to use available material resources and / or consult with product development team to advance the resolution of the issue in a timely manner.
Advanced troubleshooting knowledge and good problem-solving skills are required for this position. The support responsibilities described above will take up about 60% of the candidate’s time.
In addition, the Analyst may participate in the Quality Assurance testing activities for the products.
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
Qualifications and Skills
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
implements or utilizes methods to monitor and evaluate client feedback; appropriately meets client needs without jeopardizing business outcomes or results.
takes the initiative on actions; establishes metrics to monitor progress and measure success; maintains focus by avoiding or overcoming roadblocks.
takes responsibility for own mistakes.
demonstrates willingness to take calculated risks to achieve business goals.
perceives the impact and implications of decisions; ability to make tough decisions. #LI-DNI