Responsibilities

• Manage support tickets and escalations from initial reporting through to final resolution and closure.

• Utilize SQL, log analysis, and API tools to troubleshoot and debug issues spanning user workflows, business operations, data integrity, and system performance.

• Reproduce reported incidents, determine root causes, and deliver comprehensive analysis to Engineering teams outlining impact and specific resolution needs.

• Monitor project dependencies, coordinate with relevant stakeholders, and verify that implemented fixes meet quality standards before closing tickets.

• Review recurring incidents to pinpoint product deficiencies and propose actionable enhancements to the Product team.

• Assist with User Acceptance Testing (UAT), coordinate product release activities, and oversee post-production issue management.

• Ensure all ticket records, technical documentation,



and knowledge base entries are kept accurate and up-to-date.

• Continuously refine support workflows to boost operational efficiency and elevate the end-user experience.

Requirements

• Education: BCA, B.Sc. (Computer Science/IT), or a related technical field preferred.

• Experience: 1–3 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.

• Good understanding of software products, systems, and business workflows.

• Robust 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
📍 Hyderabad