Product Support Analyst
Product Support Analyst
Posted on :
25-04-2025
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1 Vacancy
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Job Description
This is a remote position.
User Acceptance Testing (UAT):
Develop and execute test plans test cases and test scripts based on business requirements.
Coordinate with stakeholders to review test objectives and expected outcomes.
Identify and document bugs or issues and track their resolution with development teams.
Validate functionality usability and performance of systems against defined criteria.
Maintain test result records and report findings to project managers.
Production (Prod) Review:
Conduct postdeployment checks to ensure system stability and functionality in the live
environment.
Monitor and document production issues analyzing root causes for resolution.
Collaborate with technical teams to address system performance concerns promptly.
Test newly implemented features or patches in the production environment.
Provide status updates and recommend improvements to maintain highquality system
performance.
Customer Support:
Analyze and resolve complex customer support tickets escalated to Level 3.
Investigate and identify root causes of technical issues reported by endusers.
Collaborate with development teams to address and resolve software defects.
Perform advanced troubleshooting for system errors and application bugs.
Document resolutions and provide detailed feedback to Level 1 and Level 2 support teams.
Validate fixes and updates in test environments before applying them in production.
Recommend process improvements based on recurring issues or patterns.
Ensure timely communication with stakeholders on ticket status and resolution timelines.
Requirements
7 years required Testing Methodologies and Tools: Proficiency in UAT processes test plan creation and familiarity with QA tools.
7 years required Experience with system architecturesdatabases and scripting languages to facilitate effective testing and troubles
7 years required Exceptional working knowledge of testing tools/software (i.e. SQL JIRA Swagger Postman TOAD etc)
7 years required Knowledge of industryspecific domains: Data Standards Texas Education Requirements TEA etc)
5 years Required Analytical Thinking: Strong problemsolving skills to identify analyze and resolve defects during testing/prod review
5 years Required The ability to examine test results meticulously document findings and ensure adherence to quality standards.
5 years Required Excellent communication skills to effectively work with crossfunctional teams
5 years Required Prior experience in handling escalated support tickets or working in highlevel technical support roles.
7 years Preferred Detailoriented with a focus on quality standards.
5 years Preferred Technical knowledge of system architectures and scripting.
5 years Preferred Experience in automated testing frameworks.
Software Engineer
Employment Type
Full Time
Key Skills
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