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: Minimum of 6+ years of experience in application support Willingness to work night shifts Strong written and oral communication skills Excellent documentation skills for professional customer interactions Fluency in written and spoken English Educational qualification: BE (CS), BCA, MCA