Product Support Analyst

Ticket Triage & Incident Management

• Review, assess, and prioritize incoming support tickets.
• Ensure issues are clearly documented with sufficient information and supporting evidence.
• Determine ownership and route incidents to the appropriate support, product, or engineering teams.
• Provide high-quality handovers to minimize investigation delays and reassignment.

Technical Investigation & Issue Resolution

• Investigate application, product, integration, and customer-reported issues.
• Analyze system logs, data sources, APIs, and application behavior to identify root causes.
• Differentiate between product defects, configuration issues, data problems, and expected system behavior.
• Resolve issues within Product Support scope and escalate complex cases where required.
• Document findings, actions, and resolutions accurately.

Data Analysis & Troubleshooting

• Use Tableau and other analytical tools to validate investigations and identify trends.
• Analyze system data, application logs, API payloads, and error messages.
• Support decision-making with evidence-based findings and recommendations.

Integration Monitoring & Support

• Monitor client and supplier integrations to identify failures and abnormalities.
• Investigate integrations involving REST APIs, SFTP, and webhooks.
• Review payloads, responses, logs, and error messages to diagnose issues.
• Escalate technical integration problems with appropriate investigation details.

Stakeholder Communication

• Provide clear and timely updates on issue status, impact, ownership, and next steps.
• Translate technical findings into business-friendly language for non-technical audiences.
• Support internal teams and clients in understanding system functionality and integration requirements.

Cross-functional Collaboration

• Partner with Customer Service, Operations, Product, Implementation, and Engineering teams to resolve complex issues.
• Share technical knowledge, investigation approaches, and best practices with colleagues across locations.
• Support effective escalations and collaborative problem-solving.

Continuous Improvement & Knowledge Management

• Identify recurring issues and trends through support activities and investigations.
• Contribute to root-cause analysis initiatives and long-term corrective actions.
• Maintain accurate documentation of known issues, resolutions, and support processes.
• Help improve support documentation, knowledge bases, and operational procedures.

Essential Experience

• 1-2+ years of experience in Technical Support, Application Support, Product Support, or a similar role.
• Experience working in a second-line support environment is preferred.
• Strong troubleshooting and analytical skills with a structured approach to problem solving.
• Experience investigating technical issues using logs, data, and system information.

Technical Knowledge

• Understanding of REST APIs and HTTP methods.
• Ability to interpret API requests and responses (JSON/XML).
• Knowledge of system integrations, including REST APIs, SFTP, and webhooks.
• Experience analyzing application logs and integration data.
• Ability to distinguish symptoms from root causes and formulate technical problem statements.
• Basic SQL skills for data validation and investigation.
• Experience using API testing tools such as Postman.

Systems & Tools

• Experience using ticketing platforms (e.g., Jira).
• Good working knowledge of Microsoft 365 and Excel, including lookups, filters, and pivot tables.
• Experience using Tableau or similar reporting and analytics tools.
• Ability to work with multiple data sources and identify patterns, anomalies, and inconsistencies.

Professional Competencies

• Strong attention to detail.
• Excellent communication skills with the ability to explain technical concepts to non-technical audiences.
• Ability to prioritize work based on impact, urgency, and risk.
• Strong ownership mindset with effective follow-up and escalation management.
• Ability to work in a fast-paced environment with evolving priorities.
• Fluency in English, both written and spoken.