Job Summary

Insurity s Next Senior Product Analyst A Senior Product Support Analyst provides advanced Tier 2 support by investigating product and technical issues, guiding complex case resolution, performing root-cause analysis, and serving as an escalation point for the team and Development. The ideal candidate is analytical, detail-oriented, customer-focused, and cooperative, with strong product and technical aptitude, sound judgment, clear communication skills, and the initiative to mentor teammates and improve support processes.

Responsibilities

- Execute the triaging of all incoming tickets including properly identifying billable work
- Provide day-to-day support and troubleshoot medium to high complexity customer issues/requests
- Update workflow management system and customer-facing tools with the most current ticket information.
- Execute and coordinate known data maintenance scripts with the appropriate teams
- Escalate issues to appropriate resources per established procedures and ensure follow up to resolution
- Contribute to and support the maintenance of the knowledge base for training and knowledge transfer purposes
- Assist with functional root-cause analysis of incidents
- Contribute continuous improvement ideas to reduce customer dependency on support for low added-value incidents, improve quality, and improve level of service
- Provide tool self-service support for customers
- Expected to provide ad-hoc training for customers, internal users, new employees, etc., as required




- Stay up to date on industry and job-related trends and best practices, including reading relevant publications, articles, blogs, etc.
- Stay abreast of current technology in products, design changes, and new products offered.
- Work effectively with other departments when submitting customer feedback on tickets
- To meet the needs of our customers, working outside of normal business hours, weekends and holidays is required. Ability to cover multiple shifts including Asia Pacific, EU, US East, and West Coast time s zones.
- Externally communicate with Third Part Software Suppliers and Partners
- Consistently strives to exceed goals.

- Other duties as assigned Who We re Looking For

- 4 to 7 years in a support, development, or consultancy environment, of which at least 3 years experience is in developing or supporting the assigned products and a demonstrated competence in functional or technical components of the assigned products.

- Bachelor s degree in related field (equivalent work experience may be considered)

Skills

- Active listening
- Ability to empathize with customers

- Analytical and critical thinking
- Self-starter and quick learner
- Detail-oriented
- Ability to collaborate and work independently
- Written and oral English communication

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 Sr Product Analyst (Noida)
🏢 Insurity
📍 Noida