Product Operations Analyst

Accountabilities

• • Issue Monitoring & Escalation: Monitor escalation queues and internal requests, ensuring platform issues are followed up on promptly and the application maintains strong functional and data integrity.
  • Technical Troubleshooting: Investigate and resolve SaaS platform issues using structured troubleshooting, SQL queries, data validation, and operational analysis.
  • Issue Ownership: Take ownership of problems through to resolution, coordinating with relevant teams and keeping stakeholders informed throughout the process.
  • Documentation: Clearly document technical issues, investigation findings, resolutions, and recurring problems to improve knowledge sharing and future troubleshooting.
  • Cross-Functional Collaboration: Work closely with Product Managers, Designers, Engineers, and other stakeholders to communicate issues, insights, priorities, and status updates.
  • Product Improvement: Identify recurring patterns, product gaps, operational inefficiencies, and opportunities to improve functionality, internal workflows, and customer experience.
  • Customer Advocacy: Develop a strong understanding of the in-product customer journey and represent customer needs and pain points in product and engineering discussions.
  • Operational Analysis: Use data and reporting to surface actionable insights and support better decision-making across product operations.

  Requirements

  • Professional Experience: 2–3 years of experience working in a technical SaaS environment.
  • Technical Support: Hands-on experience providing technical support and troubleshooting SaaS applications.
  • SQL: Strong SQL skills for troubleshooting, validating data, investigating issues, and identifying underlying causes.
  • Data Analysis: Proficiency with Excel and/or Google Sheets for analysis, reporting, and operational troubleshooting.
  • Support & Project Tools: Familiarity with JIRA, Confluence, or comparable ticketing, documentation, and support platforms.
  • E-commerce Knowledge: Experience supporting e-commerce platforms such as Amazon, Walmart, or TikTok Shop is an advantage.
  • Marketplace Expertise: Familiarity with Amazon Seller Central or Vendor Central advertising platforms, Walmart Seller Center or Supplier Portal advertising platforms, or additional advertising marketplaces such as TikTok is highly desirable.
  • Problem Solving: Strong analytical and critical-thinking skills, with the ability to investigate complex issues methodically and identify practical solutions.
  • Communication: Strong written and verbal communication skills, with the ability to explain technical findings clearly to both technical and non-technical stakeholders.
  • Organization: Ability to work independently with minimal supervision while managing multiple support requests, priorities, and deadlines effectively.
  • Collaboration: Comfortable working across Product, Engineering, Design, and customer-facing teams in a highly collaborative environment.

  Benefits

  • Company equity eligibility.
  • Fully remote work flexibility, with the option to work from home or from available offices.
  • Flexible remote working arrangements.
  • Broadband reimbursement.
  • Group medical insurance with coverage of up to INR 7,50,000 per year for a family.
  • Crèche benefit.
  • Opportunity to work at the intersection of AI, SaaS, e-commerce, and marketplace technology.
  • Collaborative environment with exposure to Product, Engineering, and customer-facing functions.
  • Opportunity to directly influence product improvements and customer experience.