Product Support Analyst

hace 4 días

Buenos Aires, Argentina AppDirect A tiempo completo

**About AppDirect**

Become a digital, global citizen and enable the new generation of digital entrepreneurs around the world. AppDirect offers a subscription commerce platform to sell any product, through any channel, on any device - as a service. We power millions of subscriptions worldwide for organizations. We do this by our values-driven culture - one that enables you to Be Seen, Be Yourself, and Do Your Best Work.

**About You**

As a Technical Product Support Engineer, you are an experienced and detail-oriented person capable of integrating product knowledge, research, and testing to answer complex questions about product behavior and provide end-to-end solutions to permanently fix the issue.

You will assist customer teams and other team members in understanding how customers can achieve desired outcomes using the product as it exists today.

The output of your efforts could range from FAQs and knowledge base articles that describe to customers how to operate the product to achieve selected outcomes to end-to-end coding solutions for the issue reported.

The role sits in the Provider Services org rolling up to the Director of Customer Support of AppDirect and will work closely with product managers, engineers and customer account managers. This is a great role for someone looking to progress into a Technical support engineering, sales engineering, or product manager role.

**What you'll do and how you'll have an impact**
- Oversee resolution of technical issues coming from channel partners and ISVs, including high-urgency issues requiring Engineering assistance.
- Fix and deliver the customer issues that need development efforts.
- Be a liaison between the customer-facing teams and the Product and Engineering org for management and resolution of all technical questions and issues.
- Maintain detailed documentation ranging from Knowledge Base articles to live to log incidents for post-mortems.
- Work closely with Account Managers and Technical Account Managers on training and oversight for resolution of channel technical support requests.
- Ensure SLA obligations with channel partners are observed and met by other team members; escalate as necessary using judgment and discretion.
- Assist channels in optimizing their own support infrastructures by providing documentation, training materials, and training sessions.
- Work closely with internal teams to stay up to date on product features, changes, and issues.

**What we're looking for**
- 3 - 5 years of experience in Technical support engineering and 1 - 3 years of experience in a SaaS company in software development/support engineering.
- Excellent database query and management skills (SQL, Sequel Pro, MySQL) and knowledge of log analysis management tools such as Splunk and DataDog.
- Experience with the support or testing of APIs (Postman tool) and REST tools.
- Understanding of Java, JavaScript, XML, JSON, Web services (REST), and file systems. Familiarity of JIRA, Zendesk will be added an advantage.
- Solid, process-oriented skills for troubleshooting, problem-solving, and problem resolution.
- Overseeing Incident, Problem, Change and Knowledge management processes.
- Experience in the Agile working methodology with strong customer focus and experience working with cross-functional/ cross-department teams.
- B.E. / B. Tech. / master's degree in computer science or equivalent.

  • Product Support Analyst

    hace 2 días

    Buenos Aires, Argentina Jampp A tiempo completo

    We are looking for an outstanding **Product Support Analyst** to join our new **Product Support team**. The Product Support team is responsible for addressing our direct customers' and internal stakeholders' requests as well as providing valuable feedback to our Product & Tech teams. As a **Product Support Analyst**, you will have the opportunity to **work...

  • Product Analyst

    hace 4 horas

    Buenos Aires, Buenos Aires C.F., Argentina Agent Careers A tiempo completo

    Job Title:Product Analyst (Academic Background)Compensation:$3,500- 4,500/month, (salary depending on experience)Location:Remote, LATAMWorking hours:9-5pm PSTAbout The CompanyOur client is a neuroscience-based technology company dedicated to revolutionizing health behavior change through a positive, iterative approach to habit formation. Their technology...

  • Product Analyst

    hace 10 horas

    Buenos Aires, Argentina Avenga A tiempo completo

    **_This is us_** At Avenga, we believe that human creativity empowers technology that matters. Operating globally, our 6000+ specialists provide a full spectrum of services, including business and tech advisory, enterprise solutions, CX, UX and Ul design, managed services, product development, and software development. **_This is the job_** In...

  • Customer Support Analyst

    hace 3 semanas

    Buenos Aires, Argentina Ghidini Rodil A tiempo completo

    Nuestro equipo de especialistas en el segmento de IT, selecciona para Yoizen, compañía líder de tecnología digital, Customer Support Analyst.. Nos orientamos a un estudiante avanzado o graduado en Licenciatura/Ingeniería en Sistemas Computacionales, Telecomunicaciones, Informática o carreras afines. El propósito de la posición es asistir...

  • Customer Support Analyst

    hace 10 horas

    Buenos Aires, Argentina UpGuard A tiempo completo

    **Who are we?** UpGuard’s mission is to protect the world’s data. We obsessively seek out elegant, robust ways to enable our customers to find, acknowledge, and remediate cyber risk. With UpGuard, organizations leverage our security expertise and software to automate what was once laborious, spreadsheet-driven processes-whether it's monitoring the...

  • Product Pricing Analyst Iii

    hace 2 semanas

    Buenos Aires, Argentina TE Connectivity A tiempo completo

    TE Connectivity's Product Pricing Teams determine the price of new and existing products by evaluating cost, marketplace, competitor data, economic conditions, volume, and quality of the product, as well as market positioning. **What your background should look like**: We are looking for a Pricing Analyst within our Energy Pricing team. The Pricing Analyst...

  • Product Analyst

    hace 19 horas

    Buenos Aires, Argentina Avenga A tiempo completo

    This is us At Avenga, we believe that human creativity empowers technology that matters. Operating globally, our 6000+ specialists provide a full spectrum of services, including business and tech advisory, enterprise solutions, CX, UX and Ul design, managed services, product development, and software development. This is the job In Location within the Domain...

  • Senior Technical Support Analyst

    hace 2 semanas

    Buenos Aires, Argentina CONEXIONHR A tiempo completo

    We are looking for a Senior Technical Support Analyst with strong domain knowledge in Core Banking, Merchant, Biller, and Payment Processing systems. This role involves providing multi-level support and collaborating with global teams to ensure service continuity. Key Responsibilities: Provide L1, L1.5, and L2 technical support for Core Banking operations,...

  • Technical Support Analyst

    hace 10 horas

    Buenos Aires, Argentina AppDirect A tiempo completo

    **About AppDirect** Become a digital, global citizen and enable the new generation of digital entrepreneurs around the world. AppDirect offers a subscription commerce platform to sell any product, through any channel, on any device - as a service. We power millions of subscriptions worldwide for organizations. We do this by our values-driven culture - one...

  • Data Analyst

    hace 7 días

    Buenos Aires, Argentina Ailet A tiempo completo

    We’re **Ailet**, a leading tech company providing high-tech services to the FMCG/Retail sector using image recognition technologies to boost sales efficiency. Our solutions grant real-time measurements of the most relevant shelf indicators. We help brands to know what’s happening in-store and how to improve sales performances. Ailet is collaborating...