What you will do:

Join our team and help us build digital products that deliver exceptional value and reliability to our customers. As a Product Support Analyst, you’ll be a critical link between our support and engineering teams, ensuring customer issues are rapidly resolved, and helping improve the overall product experience. Your work will drive faster response to user concerns through analytical thinking, proactive issue tracking, and real-time insights.

How you will do it:

• Act as the significant point of contact for escalated technical issues, investigating and analyzing problems from initial report through resolution.
• Monitor application health and usage trends using Azure Insights, dashboards, and other telemetry tools; proactively detect and report anomalies.
• Build and maintain live dashboards categorizing incidents by priority (P1-P7) and ownership (L1, L2, L3); regularly update and share metrics with stakeholders.
• Track, document, and analyze the life cycle of issues from initial report through fix, ensuring effective communication, timely escalation, and closure.




• Analyze support ticket data to recognize patterns, deliver actionable insights, and recommend improvements to product functionality or support processes.
• Liaise between L1/L2 support and engineering teams, ensuring clear, concise communication and accurate context transfer for issue resolution.
• Maintain deep product knowledge and advise support teams on troubleshooting, user education, and product capabilities.
• Contribute to knowledge base content and internal documentation, supporting faster diagnosis and resolution of recurring issues.
• Drive process and system improvements to accelerate issue identification, tracking, and resolution.

What we look for:
Required

• Bachelor’s Degree in Computer Science, Information Technology, Control or Mechanical Engineering, or related field.
• 8+ years of experience in product support, technical operations, ITSM, or a similar customer-faci

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