Product Support Analyst
Job Location:
Job Location:
Los Angeles, CA - USA
Monthly Salary:
Not Disclosed
Monthly Salary:
Posted on:
30+ days ago
Posted on:
Vacancies:
1 Vacancy
Vacancies:
Job Summary
Position: Product Support Analyst
Location: Los Angeles CA (Onsite)
Duration: Long term contract
Job Summary:
We are seeking a proactive and detail-oriented Product Support Analyst to join our team supporting client digital products and platforms. The ideal candidate will act as a bridge between business users product teams and technical teams to ensure seamless product performance issue resolution and continuous improvement of customer-facing applications.
Key Responsibilities:
- Provide L2/L3 production support for digital products and applications
- Monitor system performance troubleshoot issues and ensure high availability of platforms
- Analyze and resolve user-reported issues defects and data discrepancies
- Collaborate with product managers engineering teams and QA to identify root causes and implement fixes
- Maintain and update support documentation knowledge base articles and SOPs
- Perform incident management including tracking escalation and resolution within SLAs
- Support product releases deployments and post-release validation
- Work with logs APIs and databases to diagnose technical issues
- Assist in UAT testing and validation of new features and enhancements
- Provide insights and feedback to improve product performance and user experience
Required Skills & Qualifications:
- 10 years of experience in Product Support / Application Support / Production Support
- Strong knowledge of SQL for data analysis and troubleshooting
- Experience working with REST APIs logs and monitoring tools
- Familiarity with ticketing tools like Jira ServiceNow or similar
- Understanding of SDLC Agile/Scrum methodologies
- Strong analytical and problem-solving skills
- Excellent communication skills with ability to interact with technical and non-technical stakeholders
