Position Overview

The Jr. Product Support Engineer is responsible for managing and resolving Tier 1 data delivery issues and support requests, ensuring timely responses and adherence to SLAs. This role involves monitoring active-hours alerts, addressing support items efficiently, and escalating issues when necessary to maintain data pipeline reliability. The engineer is expected to track and manage individual quarterly goals, participate in continuous improvement tasks and training, and contribute to documentation for support team knowledge. Proficiency in tools such as AutoTask, OpsGenie, and Palo Alto Firewall/VPN whitelisting is essential for executing daily tasks. By maintaining solid engagement, effective issue resolution, and continuous learning, the Junior Product Support Engineer plays a critical role in ensuring accurate and timely data delivery and product operations.

Essential Duties & Responsibilities:
- Participate in continuous improvement initiatives to enhance product support efficiency and effectiveness




- Proactively monitoring inbound queue and internal Teams channels for high priority issues and routinely communicating current statuses to issue reporters.
- Diagnose and solve basic technical problems related to our products.
- Accurately and efficiently identify cases requiring advanced resolution paths, while following routing protocols and ticketing procedures to escalate cases to Tier 2 Support Specialists or Feature DEV teams when appropriate
- Clearly and concisely document of all support cases
- Track and document client issues and resolutions in a ticketing system
- Maintain strong knowledge of the company's products and services in order to accurately and efficiently resolve issues. Stay updated on product changes and updates.
- Work to resolve issues within defined timelines as per the SLAs

Required Skills:
- Associates degree or two years in a product support role preferred
- Minimum two years of experience in troubleshooting or othe

📌 Jr. Product Support Engineer (Mumbai)
🏢 Aunalytics
📍 Mumbai