Manage product support tickets and escalations from intake through resolution. Troubleshoot issues using SQL, API tools, and application log analysis; reproduce incidents, identify root causes, and communicate findings to Engineering. Coordinate stakeholders, UAT, releases, and post-production issue management. Review recurring issues to recommend product improvements, maintain technical documentation and knowledge bases, and improve support workflows and user experience.
Responsibilities
- Manage support tickets and escalations from initial reporting through to final resolution and closure.
- Utilize SQL, log analysis, and API tools to troubleshoot and debug issues spanning user workflows, business operations, data integrity, and system performance.
- Reproduce reported incidents, determine root causes, and deliver comprehensive analysis to Engineering teams outlining impact and specific resolution needs.
- Monitor project dependencies, coordinate with relevant stakeholders, and verify that implemented fixes meet quality standards before closing tickets.
- Review recurring incidents to pinpoint product deficiencies and propose actionable enhancements to the Product team.
- Assist with User Acceptance Testing (UAT), coordinate product release activities, and oversee post-production issue management.
- Ensure all ticket records, technical documentation, and knowledge base entries are kept accurate and up-to-date.
- Continuously refine support workflows to boost operational efficiency and elevate the end-user experience.
Requirements
• Education: BCA, B.Sc. (Computer Science/IT), or a related technical field preferred.
• Experience: 1–3 years of experience in Product Support, Application Support, or a similar role.
• Hands-on experience in debugging, troubleshooting, and root cause analysis.
• Working knowledge of SQL, APIs, and the ability to analyse application logs.
• Good understanding of software products, systems, and business workflows.
• Strong communication, follow-up, and stakeholder management skills.
• High attention to detail with a proactive approach to problem-solving and issue resolution.
Freyr Energy Hyderabad, Telangana, IND Office
Plot No. 53 Blossom Heights, Hitech City, Madhapur, Hyderabad, Telangana, India
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