Senior Analyst, Product Support

ABS Wavesight

Website: abswavesight.com
Job details:
Job Description

We are looking for a Senior Analyst, Product Support with extensive experience in enterprise application support, database troubleshooting, and production issue analysis across complex software environments. The candidate will act as a subject matter expert for company products, lead root cause analysis efforts for escalated customer issues, and mentor junior product support analysts.

The role requires continuous interaction with customers, product management, and engineering teams to identify, analyze, and resolve business, functional, and technical issues. The Senior Analyst will also support application deployments, upgrades, cloud environments, and system integrations while ensuring adherence to service level agreements and quality standards.

Ultimately, this role ensures stability, performance, and customer satisfaction across product platforms.

What You Will Do

• Diagnose and troubleshoot complex product and system issues, including application setup, configuration, and performance problems.
• Analyze data integrity and performance issues by writing and optimizing SQL queries using tools such as SQLYog, Toad for MySQL, and SQL Server Management Studio.
• Deploy and configure MySQL and MSSQL databases, application servers, and mobile servers; analyze logs and error traces to identify root causes.
• Troubleshoot application server, mobile server synchronization, and NoSQL CouchDB-related issues for mobile and tablet devices.
• Deploy application servers and client applications across multiple versions of Windows and Windows Server environments, including deployments on Microsoft Azure cloud.
• Analyze garbage collection logs and database performance logs to diagnose slow-running queries and system bottlenecks.
• Configure and validate email services using SMTP, POP3, and IMAP protocols to ensure secure email communication.
• Reproduce application defects, conduct in-depth problem analysis, develop and test solutions, and evaluate fixes.
• Collaborate with end users, product management, and development teams to review functional and technical issues, identify improvement opportunities, and recommend solutions.
• Track customer issues through resolution using customer relationship management tools while ensuring SLA compliance.
• Review production environments with customers, advise on upgrades, provide installation and migration support, and communicate complex technical concepts clearly.
• Review and analyze software change requests and enhancement requests; create test coverage matrices based on customer feedback using Agile methodologies.
• Perform periodic system and integration testing to validate application stability.
• Install and use application health monitoring tools to support system and environmental troubleshooting.
• Document recurring and complex issues, identify trends, and contribute to the organizational technical knowledge base.
• Mentor and guide junior support analysts and assist in onboarding and training new team members.
  
  

What You Will Need Education and Experience

• Typically requires 8–10 years of relevant experience in product support, application troubleshooting, or enterprise software environments.
• Graduate degree in a technical field preferred, or an equivalent combination of education and experience.
  
  

Knowledge, Skills, and Abilities

• Proficiency in writing and optimizing SQL queries.
• Strong experience with MySQL, MSSQL, and NoSQL (CouchDB) databases.
• Experience using JIRA, HP ALM, SQL Server Management Studio, Toad, and Atlassian Confluence.
• Knowledge of Java programming, Apache Tomcat, Eclipse IDE, Tortoise SVN, and Angular.
• Ability to review and modify application code to resolve escalated customer issues.
• Experience with Windows and Windows Server operating systems across multiple versions.
• Knowledge of Microsoft Azure cloud environments.
• Understanding of email protocols (SMTP, POP3, IMAP).
• Strong understanding of SDLC and Agile frameworks.
• Experience with customer relationship management tools.
• In-depth knowledge of company products and services.
• Strong analytical, problem-solving, and attention-to-detail skills.
• Excellent interpersonal, customer service, and communication skills with fluency in English.
• Working knowledge of Health, Safety, Quality, and Environmental Management Systems.
  
  

Reporting Relationships

This position reports directly to a Lead or Manager-level role.

Working Conditions

The work environment is primarily an air-conditioned office setting requiring prolonged periods of sitting and focused work on computer screens. The role may require occasional work outside standard business hours to align with customer time zones.

About Us

About ABS Wavesight

ABS Wavesight is the new ABS Affiliate maritime software as a service (SaaS) company dedicated to helping shipowners and operators streamline compliance while maintaining competitive,more efficient, and sustainable operations. Our mission is to develop world-class software products that improve vessel performance for the health of our seas, environment and self. The ABS Wavesight portfolio is comprised of best-in-class proprietary technology and third-party integrations that offer unparalleled insight into every aspect of a fleet’s operations. Backed by ABS’s 160-year legacy of maritime innovation and experience, our products are collectively installed on more than 5,000 vessels across the global fleet. Learn more about ABS Wavesight by visiting www.abswavesight.com .

Equal Opportunity

ABS Wavesight is committed to the equal employment opportunity of its employees and prohibits discrimination against any employee or qualified applicant based on race, color, creed, religion, national origin, sex, gender identity, age, disability, marital status, sexual orientation, citizenship status or veteran status, or other non-work-related characteristics that may be protected under the law of the Federal Government or specific state employment laws.

Notice

ABS and Affiliated Companies (ABS) will not pay a fee to any third-party agency without a valid ABS Master Service Agreement (MSA) authorized and signed by Human Resources. Any resume, CV, application, or other forms of candidate submission provided to any employee of ABS without a valid MSA on file will be considered property of ABS, and no fee will be paid.

Other

This job description is not intended, and should not be construed, to be an all-inclusive list of responsibilities, skills, efforts or working conditions associated with the job of the incumbent. It is intended to be an accurate reflection of the principal job elements essential for making a fair decision regarding the pay structure of the job. #ogjs Click on Apply to know more.