Product Support Analyst

Freyr Energy; Hyderabad; On-site; INR 600,000 - 900,000; Full time

Job summary

Freyr Energy is seeking a Product Support professional to manage support tickets from initial report through resolution, leveraging SQL, APIs, and log analysis to troubleshoot complex user workflows and data integrity issues.

You will reproduce incidents, determine root causes, and collaborate with Engineering and Product teams to ensure fixes meet quality standards while continuously refining workflows to boost efficiency and end-user satisfaction.

Qualifications

• 1–3 years of experience in Product Support or similar role.
• Hands-on debugging, troubleshooting, and RCA.
• Knowledge of SQL, APIs, and analyzing application logs.
• Excellent communication and stakeholder management.

Responsibilities

• Manage support tickets and escalations from reporting to resolution.
• Use SQL, logs, and API tools to troubleshoot issues across workflows.
• Reproduce incidents, determine root causes, and report to Engineering.
• Coordinate with stakeholders to verify fixes meet quality standards.
• Review recurring incidents to identify product deficiencies and suggest improvements.
• Maintain accurate ticket records, documentation, and knowledge base.
• Refine support workflows to boost efficiency and user experience.

Skills

SQL

APIs

Log analysis

Debugging

Root cause analysis

Stakeholder management

Communication

Problem solving

Tools

API tools

Log analysis tools

Job description

ROLE

• – Manage support tickets and escalations from initial reporting through to final resolution and closure.
• – Utilize SQL, log analysis, and API tools to troubleshoot and debug issues spanning user workflows, business operations, data integrity, and system performance.
• – Reproduce reported incidents, determine root causes, and deliver comprehensive analysis to Engineering teams outlining impact and specific resolution needs.
• – Monitor project dependencies, coordinate with relevant stakeholders, and verify that implemented fixes meet quality standards before closing tickets.
• – Review recurring incidents to pinpoint product deficiencies and propose actionable enhancements to the Product team.
• – Ensure all ticket records, technical documentation, and knowledge base entries are kept accurate and up-to-date.
• – Continuously refine support workflows to boost operational efficiency and elevate the end-user experience.

REQUIREMENTS

• – 1–3 years of experience in Product Support, Application Support, or a similar role.
• – Hands‑on experience in debugging, troubleshooting, and root cause analysis.
• – Working knowledge of SQL, APIs, and ability to analyse application logs.
• – Good understanding of software products, systems, and business workflows.
• – Strong communication, follow‑up, and stakeholder management skills.
• – High attention to detail with a proactive approach to problem‑solving and issue resolution.