Job Description
JD for Associate Analyst: Product Support role
We are looking for enthusiastic Trainee Support Engineers to provide Level 1 support for web-based applications. The role involves assisting customers, handling basic incidents, troubleshooting issues, and ensuring timely escalation to higher support teams. Candidates should have good communication skills, a customer-focused mindset, and a willingness to learn and grow in a support environment
Experience:
No or less than 1 year of experience in a product technical support environment
Primary Job Functions:
Provide Level 1 technical support to end users via phone, email, and web-based tools under guidance.
Assist in basic troubleshooting of application and infrastructure issues and escalate complex problems to senior support teams (L2/L3). Support users with product usage queries and ensure timely updates on reported issues.
Learn and follow incident management, SLA, and escalation processes.
Assist in documenting incidents, resolutions, SOPs, and knowledge base articles.
Participate in daily status/triage calls and track assigned tickets under supervision.
Collaborate with internal teams (development, QA, infrastructure) to understand issues and support resolution.
Support the setup and basic maintenance of DEV/QA/UAT environments with guidance.
Monitor applications and systems using tools (e.g., Azure Application Insights, Datadog, Nagios, Dynatrace) and report anomalies.
Assist in tracking system health, performance, and basic resource utilization (CPU, memory,
disk).
Respond to alerts, perform initial analysis, and escalate issues promptly.
Learn to perform basic root cause analysis and contribute to problem-solving discussions.
Follow defined processes to ensure service availability and SLA adherence.
Support documentation and improvement of monitoring and alerting processes.
Participate in on-call rotations or shift schedules as required (with support during initial stages).
Required Skills:
Basic understanding of web applications and how they function.
Strong analytical and problem-solving skills with an eagerness to learn troubleshooting techniques.
Good communication skills (written and verbal) for interacting with users and documenting issues.
Customer-focused mindset with a professional and positive attitude.
Willingness to learn and work in a fast-paced, team-oriented environment.
Basic knowledge of IT infrastructure concepts such as servers, databases, networks, and cloud
fundamentals.
Familiarity (academic or basic exposure) to monitoring/logging tools is a plus.
Basic understanding of incident management concepts and ticketing tools (e.g., ServiceNow, Jira) is desirable.
Ability to follow processes, prioritize tasks, and escalate issues appropriately.
Willingness to work 24x7 rotational shifts.
Awareness of ITIL concepts or certification (preferred but not mandatory).
Exposure to Agile methodology (basic understanding) is an added advantage.