Product Support Analyst (Finance)

[компания] are seeking a Product Support Analyst to join our Global Support team. This role is key to ensuring our customers maximize the value of [компания]’s solutions. You’ll work in a fast-paced, collaborative environment, acting as a trusted advisor and technical expert for [компания]’s industry-specific enterprise software. A Typical Day in the Life Includes: - Provide high-quality technical support for [компания] applications, ensuring customer satisfaction and product usability. - Troubleshoot application issues, perform root cause analysis, and guide customers through solutions via phone, email, and web-based tools. - Collaborate with internal teams including Product Management, Development, and Cloud Operations to resolve escalated issues. - Document knowledge in the form of incident notes, technical articles, and operational procedures. - Prioritize and manage multiple open issues while delivering consistent updates to stakeholders. - Participate in customer calls and screen-sharing sessions as needed to support complex issues. - Contribute to continuous improvement initiatives within the support organization. Basic Qualifications: - Experience in application or technical support, preferably in a SaaS or ERP environment. - Problem solving experience; being able to dissect technical problems and translate findings to non-technical users. - Experience with SQL and relational databases (e.g., MS SQL Server, Oracle). - Experience with enterprise software in areas like finance, supply chain, or manufacturing is a plus. - Experience thriving in a global team environment with minimal supervision. Preferred Qualifications: - Experience supporting [компания] solutions (e.g., CloudSuite, M3, LN, Syteline, Birst) is a significant advantage. - Experience with ITIL processes and support ticketing systems (e.g., ServiceNow, Salesforce). - Experience of cloud-based infrastructure and tools (e.g., AWS, Azure, Kubernetes).