Product Support Specialist

Overview

We are expanding our support operations and seeking a detail-oriented, technically capable Product Support Analyst to join our growing team. This position plays a critical role in managing the initial triage of product-related tickets escalated from our frontline helpdesk. You will serve as the first line of technical escalation, ensuring that each issue is accurately assessed, prioritized, and routed to the appropriate teams for resolution.

Key Responsibilities

• Review and triage incoming tickets from the refer queue, ensuring proper categorization and prioritization.
• Conduct initial investigations using internal tools, system logs, and documentation to determine appropriate next steps.
• Provide preliminary technical analysis and clarification to minimize unnecessary escalations.
• Collaborate closely with product teams, QA, and developers to facilitate timely and accurate issue resolution.
• Maintain c...