Product Support Analyst (L1) Work in shifts

Role Overview

The Product Support Analyst (L1) will act as the first line of support for customers leveraging technical skills and product expertise to resolve incidents efficiently. This role involves diagnosing investigating and resolving issues while coordinating with business teams application owners and infrastructure support to ensure SLA compliance.

Key Responsibilities

• Work as an L1 support team member to resolve customer product incidents.
• Diagnose investigate and implement workarounds for reported issues.
• Communicate effectively with stakeholders and close issues within agreed timelines.
• Respond to incidents (P1 P2 P3 P4) and adhere to escalation procedures.
• Collaborate with development teams for code changes or complex issue resolution.
• Troubleshoot business problems and implement secure scalable product features.
• Take ownership of product features provide bug fixes and ensure cloud-scale performance.
• Work in shifts and support a 24x7 operational model.
• Follow ITIL best practices for incident handling.

Required Skills

• Bachelors degree in computer science or equivalent experience.
• Application support and customer handling experience (preferred).
• Understanding of applications (preferred).
• Excellent troubleshooting and problem analysis skills.
• Knowledge of shell scripting and databases (MS SQL preferred).
• Familiarity with web technologies; Azure experience is a plus.
• Strong analytical and problem-solving skills.
• Excellent written and oral communication skills for diverse audiences.
• Ability to handle multiple tasks and adapt to changing environments.
• Strong organizational skills and self-starter attitude.
• Adequate knowledge (written & verbal) of Spanish Language will be preferred.

Technical Knowledge Preferences

C# Azure Web API SQL Entity Services.

Qualifications :

Certifications (Preferred)-Azure SQL .

Experience-13 years

Additional Information :

Life at CloudMoyo

Here at CloudMoyo we are driven by our values of FORTE which stands for Fairness Openness Respect Teamwork and Execution. We strongly believe that our expertise is founded on the efforts of our employees who reflect our FORTE values in their work.

In 2025 we introduced FIRST with FORTE. This addition to our values aligns with our goal to be a Fearless Innovative and Resilient organization with Substantial impacts while being a Trustworthy partner. Its an extension of FORTE that focuses on our values as a larger organization built on great employees.

Our workplace culture is driven by unshakable commitment to building a world-class workplace for all employees one characterized by meaningful interactions flat hierarchy challenging assignments opportunities to grow with the best in the field and exciting rewards and benefits.

If youre a talented hard-working and fun-loving person looking to grow then CloudMoyo may be a great fit for your next professional adventure.

Curious about what its like working at CloudMoyo Hear from CloudMoyo employees on Glassdoor.

Four Rings of Responsibility:

The company operates according to the Four Rings of Responsibility which emphasizes maintaining the health and wellbeing of its employees.   Our Four Rings of Responsibility include:

• Take Care of Self
• Take Care of Family
• Take Care of Community
• Take Care of Business

 The Covid-19 pandemic has changed the way we view health and wellness and from our Four Rings of Responsibility came our WellNest initiative. WellNest emphasizes employees to #TakeCareofSelf ensuring wellbeing at a physical emotional and psychological level. WellNest offers opportunities for engagement team collaboration and supporting others in maintaining their wellbeing. This can involve pursuing a new hobby attending individual experiences or engaging in meaningful conversations with colleagues to learn from their experiences.

Remote Work :

No

Employment Type :

Full-time