Position: Product Support Analyst
Location: Los Angeles, CA (Onsite)
Duration: Long term contract
Job Summary:
We are seeking a proactive and detail-oriented Product Support Analyst to join our team supporting client digital products and platforms. The ideal candidate will act as a bridge between business users, product teams, and technical teams to ensure seamless product performance, issue resolution, and continuous improvement of customer-facing applications.
Key Responsibilities:
- Provide L2/L3 production support for digital products and applications
- Monitor system performance, troubleshoot issues, and ensure high availability of platforms
- Analyze and resolve user-reported issues, defects, and data discrepancies
- Collaborate with product managers, engineering teams, and QA to identify root causes and implement fixes
- Maintain and update support documentation, knowledge base articles, and SOPs
- Perform incident management, including tracking, escalation, and resolution within SLAs
- Support product releases, deployments, and post-release validation
- Work with logs, APIs, and databases to diagnose technical issues
- Assist in UAT testing and validation of new features and enhancements
- Provide insights and feedback to improve product performance and user experience
Required Skills & Qualifications:
- 10 years of experience in Product Support / Application Support / Production Support
- Strong knowledge of SQL for data analysis and troubleshooting
- Experience working with REST APIs, logs, and monitoring tools
- Familiarity with ticketing tools like Jira, ServiceNow, or similar
- Understanding of SDLC, Agile/Scrum methodologies
- Strong analytical and problem-solving skills
- Excellent communication skills with ability to interact with technical and non-technical stakeholders