Product Support Analyst-1

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Product Support Analyst-1 based in India.

This is a remote, customer-facing application support role focused on delivering high-quality Level 1 and Level 2 technical assistance.

You will troubleshoot application issues, investigate root causes, and guide customers toward effective solutions.

The role combines technical problem-solving with strong communication, ownership, and customer service.

You’ll work across a broad portfolio of enterprise applications used in real estate, facilities, and workplace environments.

Success will depend on your ability to manage cases against defined service targets while maintaining a strong customer experience.

You’ll also contribute to knowledge sharing, documentation, process improvements, and cross-functional collaboration.

With opportunities to develop specialist expertise and progress toward advanced technical career paths, this role offers strong potential for long-term growth.

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.