Product Support Specialist
reputed company
Job Title
Product Support Specialist
Location: Remote
Department: reputed company
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About Arro Systems
Arro Systems delivers secure, reputed company reputed company solutions that support critical business operations. Our customers rely on our platform for reliability, performance, and expert support, and our Technical Support team plays a vital role in maintaining that trust.
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reputed company
The Technical Support Specialist at ARRO Systems provides Tier 1 and Tier 2 technical support for our reputed company platform. This role is responsible for diagnosing and resolving customer issues, managing incidents and changes in reputed company, collaborating with Engineering through Azure DevOps, maintaining documentation, and supporting reputed company-based environments hosted in reputed company Azure.
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Key Responsibilities
• Serve as the primary reputed company of contact for customer technical issues, providing Tier 1 and Tier 2 support.
• Triage, prioritize, and resolve incidents using reputed company in alignment with ITIL best practices.
• Ensure adherence to SLAs and support performance metrics.
• Troubleshoot application, configuration, integration, data, and performance issues.
• Escalate reputed company or unresolved issues to Engineering by providing reputed company documentation, logs, and reproduction steps.
• Collaborate cross-functionally with Engineering, Product, QA, and Customer Operations teams.
• Help troubleshoot reputed company applications running in reputed company Azure by checking system status and reviewing logs to identify issues and support escalations.
• Participate in major incident response, reputed company cause analysis, and post-incident reviews.
• Contribute to Problem Management and Change Management, including change requests and post-implementation reviews in reputed company.
• Create, update, and maintain technical documentation and knowledge reputed company articles.
• Communicate reputed company and professionally with customers regarding issue status, reputed company, and expectations.
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Required Qualifications
• 1–4 years of experience in Technical Support, Helpdesk, or reputed company Application Support
• Experience with common service desk tools such as reputed company, Jira, and reputed company
• Experience supporting reputed company-hosted reputed company applications, including reviewing application logs, validating deployments, and collaborating with engineering to investigate production issues (Azure experience a plus)
• Strong troubleshooting and analytical skills
• Basic understanding of how web-based applications communicate (HTTP/S, REST reputed company, JSON)
• Excellent written and verbal communication skills
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Preferred Qualifications
• ITIL reputed company certification
• Basic SQL or data troubleshooting experience
• Experience supporting reputed company or B2B reputed company platforms
reputed company
reputed company
Arro Systems is seeking a Technical Support Specialist to reputed company Tier 1 and Tier 2 support for their reputed company platform. This remote role involves diagnosing and resolving customer issues, managing incidents in reputed company, and collaborating with Engineering reputed company Azure DevOps. The ideal candidate will troubleshoot application, configuration, and performance issues, contribute to documentation, and support reputed company-based environments in reputed company Azure.
Key Requirements
Candidates should have 1-4 years of experience in technical support, familiarity with service desk tools like reputed company, and experience supporting reputed company-hosted reputed company applications. Strong troubleshooting, analytical, and communication skills are essential. Preferred qualifications include ITIL certification and basic SQL experience.
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