The Product Support Analyst supports the Product Team by managing product-related support requests and delivering data-driven insights from support tickets. This entry-level role builds foundational skills in product operations, issue analysis, and cross-functional coordination for early-career professionals.
Key Responsibilities
Product Support & Issue Management
Handle and resolve product-related support tickets within defined SLAs.
Perform initial diagnosis and root cause analysis of reported issues.
Collaborate with Engineering, QA, Operations, and Business teams for timely resolutions.
Document issues, actions, and resolutions accurately in the ticketing system.
Escalate complex or high-impact issues to the Product Manager with full context.
Data Analysis & Reporting
Maintain structured records of tickets by product, issue type, and priority.
Generate periodic reports (daily/weekly/monthly) on ticket volumes, trends, and resolution timelines.
Identify recurring issues and provide actionable insights to drive product improvements.
Support dashboard creation and updates using Excel or Google Sheets.
Process & Product Support
Adhere to product SOPs and support workflows.
Monitor post-release defects and issues after product deployments.
Enhance internal documentation, FAQs, and knowledge bases based on support insights.
Contribute to process improvements for greater efficiency and reduced manual work.
Required Skills & Competencies: Technical & Analytical Skills:
Basic understanding of software systems and digital products.
Strong proficiency in MS Excel/Google Sheets (formulas, filters, pivot tables preferred); basic SQL.
Analytical mindset for interpreting data and spotting patterns.
Familiarity with ticketing tools (e.g., Jira, Freshdesk) is advantageous.
Behavioural Skills:
Clear, skilled verbal and written communication.
Solid attention to detail and structured problem-solving.
Team-oriented approach with cross-functional teams.
Hustler and Problem solving attitude