Technical Services & Support Analyst

About the role

goFLUENT is looking for a curious, analytical and solution-oriented Technical Services & Support Analyst to join its Technical Services & Support team in Chennai. You will be the key point of contact for internal support requests, investigating technical and functional issues, identifying root causes and patterns, and coordinating with Tech, Analytics, Product, Content and Operations teams to drive issues to resolution.

Key responsibilities

• Investigate and troubleshoot technical and functional support requests across goFLUENT products, test and reproduce issues, and use SQL, APIs, browser Developer Tools, HAR files, logs and application data.
• Analyze issues beyond single cases to find patterns, scope and impact, and apply workarounds where appropriate while escalating permanent issues.
• Perform initial root cause analysis and coordinate with the right teams, providing clear escalation information and following up on open investigations.
• Communicate resolutions clearly, explaining what happened, the impact, the root cause and the steps taken.
• Create and maintain documentation on troubleshooting procedures, business rules, known issues and workarounds, understandable to technical and non-technical audiences.
• Share knowledge so other teams can handle known issues independently, and suggest improvements to products, monitoring, documentation and processes.

Required profile

• At least 1 year of experience in a technical support, application support, production support or technical analyst role.
• Experience in a support environment or collaborating with Engineering/Technology teams is a plus.
• Preferred: SaaS, EdTech, LMS or web-based product experience, familiarity with monitoring/logging tools, and experience writing technical documentation.

Required skills

• SQL for querying and investigating data.
• APIs and API testing tools such as Postman.
• Browser Developer Tools, HAR files and HTTP requests/responses.
• Excellent written and spoken English, and strong analytical and communication skills.

What we offer

• Hybrid work setup, combining remote and onsite work.
• Flexible work hours focused on outcomes.
• Career growth opportunities through continuous learning.