Senior Product Support Specialist

Primary Responsibilities:

• Strong understanding of APIs, SSO, and Integrations
• Provide expert-level product support to customer issues
• Experience supporting SaaS-based products
• Investigate, resolve, and provide root cause analysis for application issues
• Use SQL scripts for queries and troubleshooting stored procedures
• Use SQL Profiler to identify root causes
• Communicate timely and professional updates via incident tracking tools
• Establish and maintain rapport and credibility with diverse customers
• Coordinate efficiently with customers, development teams, and internal support teams
• Gather and document product requirements to pass to the product management team
• Escalate issues to Level II/Level III analysts or development as necessary
• Adhere to established guidelines and best practices for issue resolution
• Mentor and train junior support analysts on technical and procedural aspects of products
• Maintain strong documentation skills for clear, professional communication
• Possess excellent verbal and written communication skills

Required Skills/Qualifications:

• Minimum of 6+ years of experience in application support
• Willingness to work night shifts
• Strong written and oral communication skills
• Excellent documentation skills for professional customer interactions
• Fluency in written and spoken English
• Educational qualification: BE (CS), BCA, MCA