Product Support Analyst

• Track issues encountered and respond according to reasonable SLAs
• Triage, evaluate and recommend short-term and long-term solutions to customer issues that have been identified as a product development defects.
• Recommend to product development teams areas of improvement in performance and feature capabilities that will improve our customers successful use of our products.
• Add/Update the support documentation and assist with the training material
• Contributing to developing and enhancing the Support monitoring and automation scripts/tools.
• Deliver innovative solutions to complicated business problems.
• Technical contributor to software projects related to Support (like: Automation etc)..
• Understand and keep up to date on the latest product functionality, its dependencies, the underlying technology stack and their operational impact
• Monitor and manage back-end batch processes to ensure application uptime requirements
• Work with a cross functional team to understand the root cause of issues reported and suggest alternate options where appropriate

Required:

• Strong relational database skills are essential. Should have written complex queries and scripts for a database such as MySql, MSSql, MongoDB or Oracle
• Experience with shell scripting on UNIX platforms
• Experience in developing and enhancing the Support monitoring and automation scripts/tools.
• Knowledge and experience in using restapi
• Experience with Kafka connectors
• Experience with AWS Storage, Database and tools like S3, Dynamo and CloudWatch
• Familiarity with the Software Development Lifecycle
• Experience with job schedulers, monitoring tools and log processing tools
• Working closely with the development team to continuously improve the automated claim reflow processes.
• Strong verbal and time management skills
• Detailed, organized and results oriented
• Ability to effectively prioritize and escalate customer issues as required
• Ability to multi-task and perform effectively under pressure
• Demonstrated analysis, problem solving and skills troubleshooting expertise
• Aptitude to get up to speed with new products quickly.

• Preferred:
  • Should enjoy researching challenging problems and suggesting solutions
  • Experience working in a start-up environment
  • Previous experience working with Digital Advertising, Online Publishing or Interactive Media companies

• Bachelor s degree in Computer Science/Engineering/Math or in a relevant field
• Technical focus preferred
• Experience working with Internet products (SaaS) and technologies
• 3+ year(s) experience supporting software products with external customers