Senior Product Support Specialist

Job Responsibilities:

• Provide L1 and L2 application support, troubleshooting, and issue resolution for business and operational systems
• Perform routine L1/L2 activities ensuring compliance with operational processes and standards
• Collaborate with stakeholders to gather issue details, prioritize tickets, and provide timely updates and resolutions
• Analyze recurring tickets and alert patterns; assist in preparing operational reports for management review
• Support incident and problem management processes in coordination with cross-functional teams
• Assist in implementing automation and Infrastructure-as-Code (IaC) using Terraform or Ansible under guidance
• Support Windows and Linux environments, including patching, upgrades, and performance troubleshooting
• Understand and assist in managing AWS services such as EC2, ALB, and NLB with support from senior engineers
• Maintain and update support process documentation including SOPs and knowledge bases
• Provide flexible shift and on-call support for P1 and P2 incidents during off-hours, weekends, and holidays as required