Product Support Analyst

Responsibilities

Ticketing, Queue, and SLA Management

· Manage incoming cases; monitor queue health; resolve within SLAs.

· Review pending/aged tickets to prevent SLA breaches; escalate as needed.

· Maintain ticket hygiene: accurate categorization, detailed notes, clear next actions.

User Support and Troubleshooting

· Provide support via email, phone, and remote sessions for application, access, and connectivity issues.

· Implement workarounds and permanent fixes; coordinate callbacks/voicemail return.

· Guide users through client VPN setup and connectivity validation; update entitlements/policies as required.

Access, Identity, and Environment Setup

· Administer users across production and UAT/cert (create/disable/update, roles, groups).

· Perform password resets and SSO troubleshooting across applications/regions.

· Configure hosted/terminal-style sessions (key mappin...