Senior Product Support

Job Role: Senior Product Support

Reports To: Service and Solution Delivery Product Lead

General Description

As a Senior Product Support, you will lead the support efforts for the products and applications under the Software Engineering team. You will handle high-impact issues, mentor junior team members, and drive continuous improvement in support processes and system reliability.

Responsibilities:

•Lead the resolution of critical and complex application issues, serving as the primary escalation point for junior and mid-level team members.

•Provide senior-level technical support to diagnose, troubleshoot, and resolve advanced issues related to bespoke applications.

•Analyze incident trends to proactively identify areas for improvement, system stability, and performance optimization.

•Collaborate closely with development and cross-functional teams to influence and implement strategic enhancements, upgrades, and new features.

•Oversee and drive the creation, maintenance, and standardization of comprehensive documentation, including user guides, troubleshooting procedures, and knowledge base articles.

•Lead and participate in testing activities to validate the quality and functionality of application updates and releases.

•Provide advanced training and mentorship to end-users, junior, and mid-level support professionals to enhance application understanding and reduce support demand.

•Identify and implement opportunities for process improvement, automation, and operational efficiency in product support.

•Read and analyze server logs to uncover insights and anomalies, contributing to faster issue resolution and system monitoring.

•Explain complex technical concepts in a clear and accessible manner to non-technical stakeholders.

•Represent the product support function in cross-functional meetings, initiatives, and strategic planning discussions.

•Drive continuous improvement and innovation in support methodologies, contributing to long-term support strategy and decision-making.

Qualifications:

•5+ years of experience in product or application support, with increasing responsibility.

•Proven ability to lead incident resolution and manage high-severity issues.

•Strong technical background in web and mobile applications, including backend systems.

•Experience with ITSM tools, monitoring systems, and automation tools.

•Excellent leadership, communication, and stakeholder management skills.

•Familiarity with development practices and ability to read/debug code is a strong advantage.

•Experience mentoring or coaching junior team members.