Product Support Analyst
Core
Third-line support specialist providing advanced technical support, incident resolution, and root cause analysis for live health insurance software products.
Role type
Senior IC product support analyst (third-line)
Builds
Stability and reliability of private health insurance software platforms
Domain
Health technology / Private health insurance
Required skills
incident management, root cause analysis, technical investigation, defect analysis, observability, system behavior analysis, stakeholder collaboration, regulatory compliance awareness
Preferred skills
ITIL frameworks, cloud platforms, automation scripting, API/microservices support, Agile/DevOps, health tech domain knowledge
Technologies
logs, telemetry, monitoring platforms, APIs, diagnostic tools, cloud platforms (Azure, AWS, Google Cloud)
Responsibilities
Manage incident resolution activities, provide technical leadership during major incidents, perform detailed technical investigations, analyze system behavior and identify failure patterns, conduct defect analysis, investigate recurring incidents, support observability initiatives, provide operational readiness assessments, ensure supportability considerations in product delivery, manage customer-impacting incidents, support internal and external customer communications
Seniority
Mid-Senior, hands-on IC
