The Role
Manage product support tickets and escalations from intake through resolution. Troubleshoot issues using SQL, API tools, and application log analysis; reproduce incidents, identify root causes, and communicate findings to Engineering. Coordinate stakeholders, UAT, releases, and post-production issue management. Review recurring issues to recommend product improvements, maintain technical documentation and knowledge bases, and improve support workflows and user experience.
Summary Generated by Built In
Responsibilities
- 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.
- Assist with User Acceptance Testing (UAT), coordinate product release activities, and oversee post-production issue management.
- 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
• Education: BCA, B.Sc. (Computer Science/IT), or a related technical field preferred.
• Experience: 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 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.
Skills Required
- BCA, B.Sc. in Computer Science or IT, or a related technical field
- 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 application log analysis
- Understanding of software products, systems, and business workflows
- Strong communication, follow-up, and stakeholder management skills
- High attention to detail and a proactive approach to problem-solving and issue resolution
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The Company
What We Do
Founded by Saurabh Marda & Radhika Choudary in 2014, Freyr Energy has gained stature as Rooftop solar experts for residential and commercial solar solutions. We also offer an exclusive platform for our valued channel partners through SunPro+. From system design, installation to maintenance, we offer cost-effective solar energy systems to all. So, what are you waiting for, experience today & #GoSolar!
