Job Description - Product Support Analyst

We’re hiring a junior Product Support Analyst to provide Tier 1 application support for mission‑critical products. You’ll triage tickets from internal customers, validate issues, perform initial code/log investigation to help identify root cause, and communicate outages and known production issues to end users. The role partners closely with Engineering, QA, and Business stakeholders to keep systems stable and performant.

What you’ll do (Day‑to‑day)

• Provide Tier 1 support for production applications and services
• Triaging incoming tickets: categorize, prioritize, and route appropriately
• Verify details are complete; work with the customer to gather missing information
• Validate whether a reported item is a true issue vs. usage/data clarification
• Dig into code/logs to attempt root‑cause identification; capture findings for engineering escalation
• Monitor production health/performance dashboards; proactively flag anomalies
• Communicate outages/incidents and known issues clearly to end users and stakeholders
• Document steps to reproduce, actions taken, and resolution notes in the ticketing system
• Collaborate with QA/Engineering to validate fixes and support deployments via CI/CD pipelines
• Contribute to runbooks, knowledge base articles, and post‑incident reviews

Qualifications

• 5–7 years of hands‑on experience in product/application support, service desk, or production operations (Tier 1/2)
• Proficiency with SQL; comfortable querying relational databases to validate/troubleshoot data
• Experience reading code (e.g., Python) and working with logs for root‑cause analysis
• Familiarity with Power BI for dashboards/monitoring/reporting
• Exposure to Databricks or Spark‑based data pipelines (nice‑to‑have)
• Understanding of CI/CD and deployment workflows; able to support release activities
• Knowledge of production monitoring, alerting, and performance concepts
• Strong written/verbal communication; comfortable interfacing with end users
• Bachelor’s degree in CS/IS or equivalent experience

Nice‑to‑have technical skills

• SQL • Relational Databases • Power BI • Python • Databricks • CI/CD pipelines • Production monitoring & performance

Work model

Hybrid — on‑site three (3) days/week in Spring TX. Core business hours with occasional flexibility during incidents/outages.