Role & responsibilities

- Own support tickets and escalations from reporting through resolution and closure.
- Debug issues across user journeys, business processes, data, and systems using SQL, logs, and API tools.
- Reproduce issues, identify root causes, and provide Engineering teams with clear analysis, impact, and resolution requirements.
- Track dependencies, follow up with stakeholders, and validate fixes before closure.
- Analyse recurring issues to identify product gaps and recommend improvements to the Product team.
- Support UAT, product releases, and post-production issue management.
- Maintain accurate ticket updates, documentation, and knowledge repositories.
- Continuously improve support processes to enhance efficiency and user experience.

Preferred candidate profile :

- Education: BCA, B.Sc.



(Computer Science/IT), or a related technical field preferred.
- Experience: 13 years of experience in Product Support, Application Support, or a similar role.
- Hands-on experience in debugging, troubleshooting, and root cause analysis.
- Working knowledge of SQL, APIs, and the ability to analyse application logs.
- Valuable understanding of software products, systems, and business workflows.
• Strong communication, follow-up, and stakeholder management skills.
- High attention to detail with a proactive approach to problem-solving and issue resolution.

📌 Product Support Analyst (Hyderabad)
🏢 Freyr Energy Services
📍 Hyderabad