Product Support Analyst (L2) – Client Support | UAT | Jira
Core
Provide functional Level 2 support to global customers for the application, managing issue analysis, testing, data validation, and client communication.
Role type
Senior IC Product Support Analyst (L2)
Builds
Application stability and client satisfaction through timely issue resolution and process improvement
Domain
Healthcare technology / Application Support
Required skills
Issue analysis, UAT/Pre-Production testing, data validation, SLA adherence, cross-functional coordination, AI/LLM tool proficiency, MS Excel, JIRA/ServiceNow
Preferred skills
AI agent workflows, automation initiatives, chat support experience
Technologies
JIRA, ServiceNow, MS Excel, ETL, Generative AI, LLMs
Responsibilities
Perform first-level analysis of client-reported issues and coordinate resolutions; Execute smoke testing and sanity checks in Production; Validate data accuracy via ETL procedures; Document and improve support processes; Manage client communications across channels to ensure timely closure.
