Product Support Analyst-1

Accountabilities

• • Provide Level 1 and Level 2 application support through phone and email, assisting customers with application functionality, workflows, integrations, and technical issues.
  • Monitor incoming support queues, identify urgent or high-priority cases, and ensure assigned issues are progressed and resolved within established SLOs and SLAs.
  • Take ownership of customer cases from initial investigation through resolution, gathering relevant information and guiding users through appropriate troubleshooting steps.
  • Investigate complex technical scenarios by researching symptoms, testing solutions, identifying root causes, assessing impact, and determining appropriate workarounds or escalation paths.
  • Document troubleshooting activities, findings, solutions, and recommendations clearly, escalating issues to higher-level technical teams when required.
  • Maintain up-to-date knowledge of product features, releases, known issues, workarounds, support procedures, and changes to supported applications.
  • Collaborate with internal and partner teams to resolve issues, strengthen working relationships, and identify opportunities for cross-functional and operational improvements.
  • Contribute to the support knowledge base by creating and updating technical articles, documenting known solutions, and sharing practical troubleshooting guidance.
  • Provide real-time assistance to colleagues, develop areas of specialist expertise, and act as a subject matter expert when appropriate.
  • Champion customer satisfaction by delivering clear communication, managing expectations, de-escalating challenging situations, and maintaining a positive support experience.
  • Support special projects and ad hoc initiatives while continuing to manage day-to-day case responsibilities effectively.
  • Maintain and deepen technical knowledge of application functionality and the ways customers use enterprise and workplace technology solutions.

  Requirements

  • Previous experience in SaaS, enterprise application support, help desk, or a comparable technical customer-support environment is preferred.
  • Demonstrated ability to provide Level 1/2 application support and manage cases within SLA- or SLO-driven environments.
  • Strong analytical, investigative, troubleshooting, and problem-solving capabilities, with the ability to document complex issues clearly.
  • Excellent written and verbal communication skills, including the ability to explain technical concepts and complex situations to both technical and non-technical audiences.
  • Strong customer-service mindset, with the ability to manage expectations, de-escalate challenging interactions, and consistently deliver a positive customer experience.
  • Experience with IT service management or ticketing platforms such as ServiceNow or Zendesk is advantageous.
  • Basic SQL knowledge and/or experience working with logs, APIs, integrations, or other technical diagnostic tools is a plus.
  • Exposure to enterprise workplace, facilities management, real estate technology, IWMS, CAFM, or related platforms is beneficial.
  • Experience supporting applications such as Archibus, TRIRIGA, Maximo, Nuvolo, Serraview, Eptura Workplace, or similar enterprise systems is an advantage.
  • Strong attention to detail and the ability to manage multiple priorities efficiently in a fast-paced environment.
  • Self-motivated and capable of working independently while also collaborating effectively within a distributed team.
  • Ability to learn new technologies, applications, processes, and product functionality quickly.
  • Strong interpersonal skills and willingness to mentor or support junior colleagues.
  • Ability to work Monday through Friday aligned with U.S. business hours, specifically an 8 a.m.–5 p.m. Central Time schedule, with potential participation in an after-hours on-call rotation.
  • Knowledge of the real estate industry or related workplace technology environments is desirable.
  • Willingness to develop deeper technical expertise and progress toward advanced paths such as application development, integration, or systems engineering.

  Benefits

  • Fully remote position based in India.
  • Full-time schedule of approximately 40 hours per week.
  • Monday–Friday working schedule aligned with U.S. business hours.
  • No regular travel requirement, with potential participation in an after-hours on-call rotation.
  • Opportunity to work with a broad portfolio of enterprise applications and technologies.
  • Exposure to technical troubleshooting, integrations, application support, and real estate technology.
  • Opportunities to develop specialist expertise and progress toward Level 3 technical career paths, including development and systems integration.
  • Collaborative environment with opportunities to contribute to knowledge sharing, mentoring, and cross-functional initiatives.
  • Career development opportunities through continuous learning and expanding technical expertise.
  • Equal-opportunity environment with reasonable accommodations available throughout the employment process.