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. 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 man