Analyst, Customer & Product Support Job at AlphaSense (Pune)

Associate Product Support Analyst

The Support Analyst assists customers with addressing any issues they have with ...

Location

United Kingdom , London

Salary:

35000.00 - 40000.00 GBP / Year

Xelix

Expiration Date

Until further notice

Requirements

At least 1 year of experience in a customer facing role, ideally within the SaaS or tech industry
Background in support, accounting, or accounts payable is preferable but not required
Strong time management and prioritisation skills
Thrives in a fast-paced environment
Customer-first approach
Quick to learn new technologies, product features, and processes
Strong analytical and problem-solving skills
Python proficiency is mandatory
Clear, direct, and precise verbal and written communication
Proactively troubleshoots and resolves customer issues

Job Responsibility

Proactively handle technical and non-technical customer queries, providing efficient and effective solutions
Gain in-depth knowledge of our product and roadmap to serve as an expert advisor to customers
Represent the customer’s voice within the company, collaborating with Product and Commercial teams to influence product priorities and improvements
Coordinate with the Customer Success Team on customer risks and issues, ensuring alignment on key concerns
Maintain and update the knowledge base with new product information
Manage and organise the support inbox, ensuring timely responses and adherence to SLAs and OKR targets for customer satisfaction
Checking the data logs to proactively highlight any issues with Live customers usage of the platform
Assisting the Support team members with any error resolution on customer files or platform
Supporting Implementation & Customer Success teams in addition of new Data Files / Systems for existing customers
Supporting ad-hoc queries from Customer Success teams on platform behaviour

What we offer

27 days of annual leave (including 3 days Christmas closing) which increases up to 3 days based on tenure, with the option to roll over, buy or sell up to 3 days
Hybrid working with two days a week from our dog-friendly Hoxton office
On-site gym and cycle to work scheme
Employee discount at over 100 retailers
Comprehensive private medical & dental cover with Vitality
Enhanced parental leave pay
Learning & development culture – £1,000 personal annual budget
We’re carbon-neutral and are working towards ambitious carbon reduction goals
Lots of team socials & activities
Annual team retreat

Fulltime

Production Support Analyst

The Apps Support Intermediate Analyst provides technical and business support, i...

Location

United Kingdom , Belfast

Salary:

Not provided

Citi

Expiration Date

Until further notice

Requirements

Basic knowledge or interest about apps support procedures
concepts and of other technical areas
participation in some process improvements
previous experience or interest in standardization of procedures and practices
basic business knowledge/understanding of financial markets and products
knowledge/experience of problem management tools
understands how own sub-function integrates within the function and commercial awareness
evaluates situations using multiple sources of information
developed communication and diplomacy skills to persuade and influence
good customer service

Job Responsibility

Provide technical and business support for users of Citi applications
field issues and queries from stakeholders and provide short-term resolutions
work with technology partners for long-term remediation
act as a liaison between users/traders, interfacing internal technology groups and vendors
participate in disaster recovery testing
participate in application releases, testing and deployment into production
perform post-release checkouts after application releases and infrastructure updates
develop and maintain technical support documentation
analyze applications to identify risks, vulnerabilities and security issues
cooperate with development colleagues to prioritize bug fixes and support tooling requirements

Fulltime

Customer Care Group Support Analyst

Answers technical calls from customers (company/independently owned stores and e...

Location

United States , Atlanta, Georgia

Salary:

Not provided

Genuine Parts Company

Expiration Date

Until further notice

Requirements

4 years of experience in a help desk/call center
High school diploma or equivalent work experience required
1 year of experience with incident and problem tracking service management software
Experience with SQL commands and database manipulation
Experience with automated call distributor phone systems
Experience with knowledge centered support (KCS) principles
Experience with troubleshooting network related issues (client connectivity)
Experience with Active Directory and Microsoft Office Products – O365 is a plus
Strong customer focus and orientation
Superior telephone, root cause analysis, and issue resolution skills

Job Responsibility

Answers technical calls from customers regarding company software, hardware, and network issues
Troubleshoots issues to find solution and partners with customer to solve issue together
Seeks assistance from Support Analyst II and/or Development team (Swarm) if unable to resolve
Applies fix or work around discovered during “swarming”
Creates new knowledge base articles outlining the fix/work around
Documents software defects and assign Service Now Incident to appropriate development track
Ensures positive customer experience by de-escalating customer issues and concerns
Instructs customers on proper usage of the software and hardware
Acts as customer advocate
Ensures prompt and accurate resolution of customer incidents

What we offer

We offer comprehensive benefit plans and programs designed to support your health and wellness, provide income protection and build financial security for your retirement
We offer a Flexible Work Policy that permits eligible employees to work remotely

Operations and Production Support Technical Analyst

The Operations and Production Support Technical Analyst will be monitoring produ...

Location

United States , Torrance

Salary:

Not provided

Robert Half

Expiration Date

Until further notice

Requirements

JAVA 8, 11, 17
Spring Boot
MSSQL
PGSQL
DB2
RedHat OCP
Linux
Windows IIS
AWS Native Services like S3, Lambda and CloudWatch
5+ years of experience in Operational and technical support roles

Job Responsibility

Monitoring production systems
Troubleshooting issues related to applications, databases and infrastructure
Participate/contribute in root cause analysis
Support technical work to ensure customer issues are resolved within the Service Level Agreement
Work closely with service partner to achieve group goals and customer satisfaction
Collaborate closely with other DSD teams
Provide training to guide team members on system functionalities and support processes

What we offer

Medical
vision
dental
life and disability insurance
Eligibility to enroll in company 401(k) plan

Fulltime

Dedicated Technical Support Analyst

The Support Engagement Lead is a member of the Recurring Services team and is ta...

Location

Brazil , São Paulo

Salary:

Not provided

Braze

Expiration Date

Until further notice

Requirements

Bachelor’s Degree from a 4-year college or university (or similar experience-based proficiency level)
3-6 years of client-facing experience working in SaaS company
2-3 years working in Technical Support
1-2 years account management experience
Exemplary written and verbal communication skills
Unparalleled follow up skills
Ability to thrive in a highly collaborative role
Strong analytical skills regarding technical issues
Experience handling time-sensitive, pressure-intensive customer issues
Strong organizational skills with an ability to manage competing client demands

Job Responsibility

Own and assume ultimate responsibility over your named customer’s technical needs and inquiries around platform integration, performance, and troubleshooting as well as partner implementation
Be your customers’ main point of contact and trusted advisor at Braze for all things Technical
Partner with Customer Success and Recurring Services teams, taking a lead role on technical escalations and inquiries to ensure excellent customer experience and internal alignment
Deliver product value by reducing risk and removing technical barriers resulting in feature adoption and a high degree of execution within the Braze platform
Drive customer advocacy by championing for the customer’s technical needs and product enhancement requests
Work closely and get ingrained with Braze recognized partners in the customer tech stack
Proactively analyze your customer’s existing support cases to identify trends and risks with their Braze product experience
Work with customers to create a seamless experience by helping them to develop Centers of Excellence which allow them to benefit from knowledge sharing across their group
Maintain ongoing regular contact with your customers via support cases, regular check-ins, kick-offs, events and Technical Business Reviews
Work with Onboarding Managers, Technical Account Management, and Customer Success Partners to seamlessly transition clients from onboarding to ongoing activity

What we offer

Competitive compensation that may include equity
Retirement and Employee Stock Purchase Plans
Flexible paid time off
Comprehensive benefit plans covering medical, dental, vision, life, and disability
Family services that include fertility benefits and equal paid parental leave
Professional development supported by formal career pathing, learning platforms, and a yearly learning stipend
A curated in-office employee experience, designed to foster community, team connections, and innovation
Opportunities to give back to your community, including an annual company-wide Volunteer Week and donation matching
Employee Resource Groups that provide supportive communities within Braze

Fulltime

Senior Support Operations Analyst

As a Senior Support Operations Analyst, you'll be the technical architect behind...

Location

United States

Salary:

111220.00 - 133422.00 USD / Year

Babylist

Expiration Date

Until further notice

Requirements

7+ years in Customer Support Operations, Business Intelligence/Analytics, or similar roles in high-growth, customer-facing environments
Strong analytical skills and operational instincts, with a track record of designing scalable processes that improve agent performance and user experience
Advanced SQL proficiency with experience writing complex queries, joins, and building data models for customer support analytics
3+ years hands-on experience with Zendesk (or Salesforce Service Cloud), including building automation, workflows, triggers, and API integrations
Proven track record implementing and optimizing AI chatbot platforms such as Sierra, Decagon, Forethought, Ada, or similar enterprise solutions
Expert-level proficiency building dashboards and reports in Sigma, Tableau, or PowerBI—able to work independently with minimal technical support
Experience integrating data across multiple systems and working with APIs
Experienced in building and maintaining reporting and performance analysis, including CSAT, cost per contact, and ROI-focused metrics
Proven ability to lead end-to-end change management for major tool rollouts and workflow changes, including stakeholder communication, training development, adoption tracking, and post-launch support
Familiar with AI support technologies and their practical integration into support systems (chatbots, knowledge base platforms)

Job Responsibility

Ensure high accuracy visibility into support performance through scalable tools (like dashboards) and internal reporting systems
Identify and work with our tech team to drive system improvements across the CS Tech stack (Zendesk, chatbots, phones platform)
Work cross-functionally with engineering, product, supply chain, and offshore support teams to identify root causes of user frustration and implement solutions
Partner with CS leadership to identify trends and key issues within our reporting frameworks and take active role in resolution
Support regular reporting cadences (weekly, monthly, quarterly), with summaries that guide cross-functional decisions
Surface actionable insights from data to support empathetic, user-centered decision-making and analyze trends across channels and issue types, supporting data-driven improvements to the support model
Drive adoption of AI-enabled workflows that reduce handle time and enhance support quality
Own and evolve self-service content, tools, and AI integrations such as Copilots and knowledge bases
Maintain ownership of CS-tools and vendor relationships, ensuring we operate on a modern, AI-enabled stack that supports scale, agent effectiveness, and automation—while optimizing for quality, usability, and value
Identify inefficiencies and recommend solutions that improve agent effectiveness and reduce user friction

What we offer

Competitive salary with equity and bonus opportunities
Company-paid medical, dental, and vision insurance
Retirement savings plan with company matching and flexible spending accounts
Generous paid parental leave and PTO
Remote work stipend to set up your office
Perks for physical, mental, and emotional health, parenting, childcare, and financial planning

Fulltime

Product Analyst

At JFrog, we’re reinventing DevOps to help the world’s greatest companies innova...

Location

Israel , Netanya/Tel Aviv

Salary:

Not provided

JFrog

Expiration Date

Until further notice

Requirements

3–5 years of experience as a Product Analyst or similar role in a tech-driven environment — mandatory
Strong command of SQL and experience analyzing large datasets
Experience with BI tools like Tableau (or similar platforms)
Bachelor's degree in a quantitative field (e.g., Engineering, Mathematics, Economics, Physics, or Social Sciences)
Solid understanding of data visualization and experimentation methodologies
Strong communication and storytelling skills in English, both written and verbal
Self-starter with critical thinking skills and a strong product mindset

Job Responsibility

Partner with product managers, developers, marketing, sales, and UX researchers to identify opportunities for improving product experience and trial conversion
Analyze user behavior throughout the customer lifecycle — from onboarding and engagement to feature adoption and retention
Define KPIs and core product metrics
build scalable dashboards to support data-driven decisions
Evaluate the performance of product features and trials, and identify areas for optimization
Provide insights, onboarding improvements, and sales funnel refinement
Communicate findings clearly with stakeholders using compelling data storytelling and visualizations
Support data infrastructure by collaborating with data engineers to optimize data pipelines and ensure data reliability

Product Analyst

Kodiak is seeking a Product Analyst to provide actionable insights that directly...

Location

United States , Mountain View

Salary:

150000.00 - 190000.00 USD / Year

Kodiak Robotics

Expiration Date

Until further notice

Requirements

3+ years of experience in product analytics, data analysis, or related roles in high-growth tech environments
comfort structuring ambiguous problems into clear, data-driven insights
Proficiency with BI tools (Looker, Tableau, etc), and the ability to query large datasets efficiently
Comfort with Zapier, Replit, GPT-based tools, or similar platforms to prototype dashboards, automate reporting, and accelerate delivery of insights
Ability to connect the dots between technical metrics and real-world business outcomes (e.g., fleet utilization, cost per mile, customer adoption)
Ability to translate complex data into narratives that influence product direction and decision-making
Track record of partnering closely with Product Managers, Engineers, Data and Ops teams to align data insights with customer and product priorities
Interest in autonomous systems, logistics, or mobility technology — eager to learn the nuances of safety, reliability, and scaling operations in autonomy
Technical background with Masters degree or above in engineering, computer science or related field

Job Responsibility

Define, track, and analyze product KPIs related to autonomy and operational performance, safety, customer experience and impact, productivity and reliability
Partner across teams to understand root causes, derive insights and actionable recommendations, and define next steps
Partner across teams to design and evaluate experiments (e.g., feature rollouts, A/B tests)
Conduct deep-dive analyses on commercial deployments and customer usage to identify feature gaps and prioritize improvements
Collaborate with the data team to improve tracking and instrumentation pipelines
Build dashboards, reports, and lightweight GenAI automations (e.g., Zapier workflows, Replit-based prototypes) to give product and engineering teams visibility into performance trends
Support executive and board-level discussions with product insights and customer impact metrics
Occasional travel might be required to visit Kodiak’s commercial deployment and operations locations

What we offer

Competitive compensation package including equity and biannual bonuses
Excellent Medical, Dental, and Vision plans through Kaiser Permanente, Anthem, and Guardian (including a medical plan with infertility benefits)
Flexible PTO and generous parental leave policies
Office perks: dog-friendly, free catered lunch, a fully stocked kitchen, and free EV charging
Long Term Disability, Short Term Disability, Life Insurance
Wellbeing Benefits - Headspace, One Medical, Gympass, Spring Health
Fidelity 401(k)
Commuter, FSA, Dependent Care FSA, HSA
Various incentive programs (referral bonuses, patent bonuses, etc.)

Fulltime

Analyst, Customer & Product Support

AlphaSense

Location:
India , Pune

Category:
Customer Service

Contract Type:
Not provided

Salary:

Job Description:

Job Responsibility:

Requirements:

Additional Information:

Job Posted:
January 04, 2026

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