Product Support Analyst

We are seeking a proactive and detail-oriented Product Support Analyst to join our team supporting client digital products and platforms. The ideal candidate will act as a bridge between business users, product teams, and technical teams to ensure seamless product performance, issue resolution, and continuous improvement of customer-facing applications., * Provide L2/L3 production support for digital products and applications

• Monitor system performance, troubleshoot issues, and ensure high availability of platforms
• Analyze and resolve user-reported issues, defects, and data discrepancies
• Collaborate with product managers, engineering teams, and QA to identify root causes and implement fixes
• Maintain and update support documentation, knowledge base articles, and SOPs
• Perform incident management, including tracking, escalation, and resolution within SLAs
• Support product releases, deployments, and post-release validation
• Work with logs, APIs, and databases to diagnose technical issues
• Assist in UAT testing and validation of new features and enhancements
• Provide insights and feedback to improve product performance and user experience

• 10 years of experience in Product Support / Application Support / Production Support
• Strong knowledge of SQL for data analysis and troubleshooting
• Experience working with REST APIs, logs, and monitoring tools
• Familiarity with ticketing tools like Jira, ServiceNow, or similar
• Understanding of SDLC, Agile/Scrum methodologies
• Strong analytical and problem-solving skills
• Excellent communication skills with ability to interact with technical and non-technical stakeholders