Product Support Analyst

Freyr Energy Services; Hyderabad; On-site; INR 600,000 - 1,000,000; Full time

Job summary

Freyr Energy Services is seeking a skilled Product Support professional to own and resolve tickets from report to closure. You will debug across user journeys, data, and systems using SQL, logs, and APIs, reproducing issues and guiding Engineering with clear RCA and impact analyses.

You will track dependencies, coordinate with stakeholders, support UAT and releases, and continuously improve support processes to enhance efficiency and user experience.

Qualifications

• BCA or B.Sc. in Computer Science/IT or related field.
• 13 years of experience in Product Support, Application Support, or similar.
• Hands-on debugging, troubleshooting, and root cause analysis.
• Working knowledge of SQL, APIs, and application logs.
• Understanding of software products, systems, and business workflows.
• Strong communication and stakeholder management.
• High attention to detail with proactive problem-solving.

Responsibilities

• Own support tickets and escalations from reporting through resolution and closure.
• Debug issues across user journeys, business processes, data, and systems using SQL, logs, and API tools.
• Reproduce issues, identify root causes, and provide Engineering teams with clear analysis, impact, and resolution requirements.
• Track dependencies, follow up with stakeholders, and validate fixes before closure.
• Analyse recurring issues to identify product gaps and recommend improvements to the Product team.
• Support UAT, product releases, and post-production issue management.
• Maintain accurate ticket updates, documentation, and knowledge repositories.
• Continuously improve support processes to enhance efficiency and user experience.

Skills

Debugging

Troubleshooting

Root cause analysis

SQL

APIs

Application logs analysis

Communication

Stakeholder management

Attention to detail

Problem solving

Education

BCA

B.Sc. (Computer Science/IT)

Job description

Role & responsibilities

• Own support tickets and escalations from reporting through resolution and closure.
• Debug issues across user journeys, business processes, data, and systems using SQL, logs, and API tools.
• Reproduce issues, identify root causes, and provide Engineering teams with clear analysis, impact, and resolution requirements.
• Track dependencies, follow up with stakeholders, and validate fixes before closure.
• Analyse recurring issues to identify product gaps and recommend improvements to the Product team.
• Support UAT, product releases, and post-production issue management.
• Maintain accurate ticket updates, documentation, and knowledge repositories.
• Continuously improve support processes to enhance efficiency and user experience.

Preferred candidate profile :

• Education: BCA, B.Sc. (Computer Science/IT), or a related technical field preferred.
• Experience: 13 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 the 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.