Support Analyst

S4 Capital Group

Support Analyst improving customer experience through issue resolution and technical troubleshooting. Working closely with cross-functional teams to enhance product systems and applications.

Posted 5/4/2026full-timeRemote • 🇮🇳 IndiaMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

SQL

About the role

Key responsibilities & impact

Act as the first- or second-line point of contact for customer requests via chat, email and ticketing systems. Take full ownership of issues and ensure prompt resolution across functionality, product configuration and data concerns.
Diagnose and resolve technical issues by analyzing system logs, executing SQL queries, testing APIs and identifying bugs or integration gaps.
Support system configuration and administrative tasks, including API troubleshooting, integrations and application performance monitoring to maintain platform stability.
Create and maintain knowledge base articles, troubleshooting guides and internal documentation to improve team efficiency and enable customer self-service.
Collaborate closely with Product, Engineering, DevOps and QA teams to escalate complex issues with clear documentation, reproducible steps and impact analysis. Partner with QA to identify automation opportunities.
Communicate proactively with customers during incidents. Contribute to retrospectives by identifying root causes and driving long-term improvements in systems and processes.

Requirements

What you’ll need

4 to 7 years of experience in technical support, application support or client-facing technical roles
Experience in a B2B SaaS environment is a plus
Experience with ticketing tools such as Jira or similar
Strong SQL skills for data analysis and troubleshooting
Familiarity with API testing tools like Postman and basic scripting (e.g., Bash)
Ability to read logs and debug application issues
Ability to understand complex SaaS products, configurations and integrations
Strong analytical mindset with the ability to identify patterns and root causes and recommend scalable solutions
Excellent written and verbal communication skills, with the ability to explain technical concepts clearly to diverse stakeholders

Benefits

Comp & perks

No mention of benefits, bonuses or compensation

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

SQLAPI testingBash scriptingsystem log analysistroubleshootingapplication performance monitoringdata analysisintegration testingbug identificationconfiguration management

Soft Skills

analytical mindsetproblem-solvingcommunicationcollaborationcustomer servicedocumentationroot cause analysisproactive communicationteam efficiencystakeholder engagement