Product Support Analyst
J
JobgetherEnterprise Software
Based in India, 8 a.m.–5 p.m. Central Time (US)Full-TimeEntry
Salary not disclosed
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Job Details
- Required Skills
- SQLRESTful APIsSaaSZendeskServiceNowTroubleshootingTechnical support
Requirements
- Previous experience in SaaS, enterprise application support, help desk, or a comparable technical customer-support environment.
- Demonstrated ability to provide Level 1/2 application support and manage cases within SLA- or SLO-driven environments.
- Strong analytical, investigative, troubleshooting, and problem-solving capabilities.
- Excellent written and verbal communication skills.
- Strong customer-service mindset with de-escalation skills.
- Experience with IT service management or ticketing platforms such as ServiceNow or Zendesk.
- Basic SQL knowledge and/or experience working with logs, APIs, or integrations.
- Exposure to enterprise workplace, facilities management, or real estate technology.
- Strong attention to detail and ability to manage multiple priorities.
- Ability to work Monday through Friday, 8 a.m.–5 p.m. Central Time.
Responsibilities
- Provide Level 1 and Level 2 application support through phone and email.
- Monitor incoming support queues and ensure cases are resolved within established SLOs and SLAs.
- Investigate complex technical scenarios by identifying root causes and appropriate workarounds.
- Document troubleshooting activities, findings, and solutions clearly.
- Collaborate with internal and partner teams to identify operational improvements.
- Contribute to the knowledge base by creating and updating technical articles.
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