Product Support Representative II

Overview

The Product Support team plays a critical role in ensuring the stability and continuity of production systems.

The role is intended for professionals who provide operational support under supervision, follow defined procedures, and continuously build technical and functional expertise.

Responsibilities

Monitoring and Operational Support

• Support the monitoring of production systems to ensure system availability and stability.
• Use monitoring tools such as Nagios, ELK, Dynatrace, Grafana, or similar tools, following defined processes and runbooks.
• Identify and report system anomalies or performance issues to senior support teams.

Incident Management 

• Handle incident tickets of low to medium complexity related to Production application issues and File transmission issues
• Perform initial troubleshooting and escalate incidents when required.
• Participate in Sev1 and Sev2 bridge calls as a support resource, under guidance from senior team members.
• Work in compliance with defined Service Level Agreements (SLAs).
• Update and manage tickets using tools such as Jira, Salesforce, or other ticketing systems.

Collaboration

• Work closely with internal technology teams (Application, Infrastructure, Operations) following established procedures.
• Support coordination with external vendors when required.

Documentation and Reporting

• Update ticket notes and operational documentation accurately.
• Assist in collecting data for system performance and incident reports.
• Support the preparation of customer incident reports under supervision.

Required Technical Skills

• Basic knowledge of Unix/Linux operating systems.
• Basic understanding of SQL queries.
• Familiarity with file transfer mechanisms (FTP, SFTP or similar).
• Willingness to learn monitoring tools and production support processes.
• Understanding of cloud computing concepts, including basic cloud setup and infrastructure (VMs, storage, networking fundamentals)

Required Soft Skills

Problem Solving

• Basic analytical skills to identify and troubleshoot issues.
• Ability to follow troubleshooting steps and operational procedures.
• Ability to multitask in an operations support environment.

Communication

• Good verbal and written communication skills.
• Ability to clearly report technical issues to senior team members.
• Ability to interact professionally in a global support environment.

Adaptability

• Willingness to work in a 24x7 shift model.
• Willingness to work on holidays as part of 24x7, 365‑day support.
• Openness to learning new technologies, tools, and processes.

Qualifications

• Bachelor’s degree in any discipline 
• 3-5 years’ experience in similar roles

Success Profile

• Leading Complexity
• Leading People
• Leading the Business
• Leading Self

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