GoGuardian - Product Support Analyst

Key responsibilities:

- Working with stakeholders, including Customer Support team, Customer Success team and senior executive management to address customer/product issues effectively.

- Working cross-functionally with Support, QA, Engineering and PM teams to ensure timely responses and resolutions for customer/product issues.

- Updating tickets in a timely manner.

- Providing regular reports to the management on product performance and customer issues.

- Managing prioritization and trade-offs between customer experience, business impact and product performance.

- Working with the PM team during the sprint releases to help enhance the product with long-term solutions for customer/product issues.

Key requirements:

- Experience of 3 to 8 years in customer service roles in a product company.

- A degree in Computer Science, Engineering or a related field.

- Prior experience in L2/L3 support in a SaaS company would be ideal.

- Experience in triaging and analyzing issues, especially with logs analysis.

- Proficient in SQL queries to derive insights for root cause analysis.

- Advanced MS Excel skills for presenting findings to the management.

- Excellent communication and teamwork skills.

- Ability strong problem solving and prioritization skills.

- Willingness to work in evening/night shift (1700 to 0200 Hrs IST) to support stakeholders in the US.