Senior Product Support Specialist

Primary Responsibilities :

• Strong understanding of APIs, SSO, and Integrations
• Provide expert-level product support to customer issues
• Experience supporting SaaS-based products
• Investigate, resolve, and provide root cause analysis for application issues
• Use SQL scripts for queries and troubleshooting stored procedures
• Use SQL Profiler to identify root causes
• Communicate timely and professional updates via incident tracking tools
• Establish and maintain rapport and credibility with diverse customers
• Coordinate efficiently with customers, development teams, and internal support teams
• Gather and document product requirements to pass to the product management team
• Escalate issues to Level II / Level III analysts or development as necessary
• Adhere to established guidelines and best practices for issue resolution
• Mentor and train junior support analysts on technical and procedural aspects of products
• Maintain strong documentation skills for clear, professional communication
• Possess excellent verbal and written communication skills

Required Skills / Qualifications :

Skills Required

Root Cause Analysis, technology solutions , Application Support, Sql, Product Support