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 explicit 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. • 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 Services
📍 Hyderabad