Technical Support Analyst

Responsibilities:
Provide technical support to customers via email, chat, and phone.
Troubleshoot and resolve product, application, and system-related issues.
Investigate customer-reported problems and identify root causes.
Collaborate with Engineering, Product, and Customer Success teams to resolve complex issues.
Document troubleshooting steps, solutions, and support processes.
Monitor support tickets and ensure timely resolution within defined SLAs.
Assist customers with product onboarding, configuration, and usage-related queries.
Maintain a high level of customer satisfaction through effective communication and problem-solving.
Requirements:
1-3 years of experience in Technical Support, Application Support, Product Support, or a similar role.
Strong understanding of troubleshooting web applications and software products.
Basic knowledge of SQL for querying and data validation.
Familiarity with APIs, JSON, and REST services.
Understanding of networking concepts, HTTP/HTTPS, and client-server architecture.
Excellent analytical, problem-solving, and communication skills.
Ability to handle multiple issues simultaneously in a fast-paced environment.
Preferred Skills:
Experience with ticketing tools such as Jira, Zendesk, Freshdesk, or similar platforms.
Exposure to cloud platforms (AWS, Azure, or GCP) is a plus.
Basic scripting knowledge (Python, Shell, etc. ) is an advantage.

Experience
0-3 yrs