Support Analyst
Listing location: IndiaFull-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- 4 to 7 years
- Required Skills
- SQLBashData AnalysisJiraAPI testingTroubleshootingSaaSPostman
Requirements
- 4 to 7 years of experience in technical support, application support, or customer-facing technical roles.
- Strong SQL skills for data analysis, troubleshooting, and issue investigation.
- Hands-on experience with ticketing systems such as Jira or similar platforms.
- Familiarity with API testing tools like Postman and basic scripting knowledge (e.g., Bash).
- Ability to read and interpret logs to diagnose and resolve application issues.
- Strong understanding of SaaS products, system configurations, and integrations.
- Excellent problem-solving skills with a strong analytical and root-cause-oriented mindset.
- Strong written and verbal communication skills to explain technical concepts clearly to diverse stakeholders.
Responsibilities
- Act as the first and second line of support for customer queries via ticketing systems, chat, and email, ensuring timely and effective resolution.
- Diagnose and troubleshoot technical issues by analyzing logs, executing SQL queries, and using API testing tools such as Postman.
- Support system configuration, integrations, and application performance monitoring to ensure platform stability.
- Collaborate with engineering, DevOps, QA, and product teams to escalate complex issues with clear documentation and impact analysis.
- Create and maintain knowledge base articles, troubleshooting guides, and internal documentation to improve efficiency and self-service capabilities.
- Participate in incident management, communicate proactively during outages, and contribute to post-incident root cause analysis.
- Identify recurring issues and contribute to process improvements and automation opportunities with QA and engineering teams.
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