Software Support Specialist

Job Description: Software Support Analyst / Specialist - Bug Triage

Position Overview

We are looking for a Software Support Analyst Bug Triage to provide technical support to clients, investigate software-related issues, perform initial root-cause analysis, and coordinate with Product and Engineering teams to resolve defects.

The role involves analyzing support tickets, gathering and validating relevant technical information, reproducing reported issues, analyzing application logs and API responses, and documenting confirmed defects for engineering teams.

Key Responsibilities

1. Support Ticket Triage

• Monitor and analyze incoming client support tickets.

• Acknowledge support requests and ensure timely communication with clients.

• Gather critical information required for investigation, including:

• Account ID/UUID

• Device IMEI

• Environment details such as PROD or TEST

• Network information

• Number of impacted accounts

• Issue start date

• Expected versus actual behavior

• Request additional information from clients when required through the support ticketing system.

2. Technical Investigation & Validation

• Investigate client-reported issues by validating account, device, billing, and other relevant data.
• Use Postman/API endpoints to validate backend responses and reproduce reported issues.
• Compare expected and actual system behavior.
• Recreate issues in lower environments such as TEST wherever possible.
• Investigate relevant Kafka events when troubleshooting data or billing-related issues.
• Perform initial assessment to determine whether an issue represents a valid product defect or expected system behavior.

3. Log Analysis

• Use Grafana or equivalent log-analysis tools to trace application requests and investigate failures.
• Analyze logs associated with client transactions and API requests.
• Correlate API responses, logs, and reported symptoms to identify potential causes.

4. Bug Identification & Documentation

• Create detailed bug reports in Jira for confirmed or suspected product defects.

• Document:

• Problem description

• Business/client impact

• Relevant account or device information

• Steps to reproduce

• API responses and investigation findings

• Relevant logs/events

• Environment details

• Potential impact and supporting evidence

• Ensure engineering teams have sufficient information to investigate and resolve the issue.

5. Cross-Functional Collaboration

• Consult with Product and Engineering teams when issues require deeper technical investigation.
• Provide investigation findings and supporting evidence to technical teams.
• Communicate expected system behavior and investigation outcomes to clients when an issue is determined not to be a defect.

Example Issues Handled

The role will investigate scenarios such as:

• Missing bill dates on customer accounts, including validating account information through APIs and documenting defects in Jira.
• Device validation errors, including IMEI/network validation, Grafana log analysis, and determining whether the error represents valid or invalid behavior.
• Missing or outdated monthly recurring charge amounts, including validation through application tools and APIs, Kafka event investigation, reproduction in TEST, and Jira defect reporting.

Required Skills & Experience

• Experience in software/application support, technical support, production support, or a similar role.
• Strong troubleshooting and analytical skills.
• Experience working with REST APIs and tools such as Postman.
• Familiarity with log analysis and monitoring tools, particularly Grafana.
• Working knowledge of Jira and structured defect/bug reporting.
• Understanding of Kafka events and event-driven application architectures is desirable.
• Ability to reproduce and troubleshoot issues across PROD and TEST/lower environments.
• Strong understanding of incident and bug triage processes.
• Good written and verbal communication skills.
• Ability to communicate technical findings clearly to both technical and non-technical stakeholders.

Preferred Technical Knowledge

• REST APIs / API troubleshooting
• Postman
• Grafana / application log analysis
• Kafka / event-driven systems
• Jira
• Production and test environments
• Software defect lifecycle
• Troubleshooting and root-cause analysis

Key Competencies

• Analytical thinking
• Problem solving
• Attention to detail
• Client-focused communication
• Technical investigation
• Incident and defect management
• Cross-functional collaboration
• Clear technical documentation
• Ability to work independently and escalate appropriately

Success in This Role

Success in this role means consistently providing accurate and timely triage, identifying whether reported issues are defects or expected behavior, producing high-quality Jira bug reports with reproducible evidence, and enabling Product and Engineering teams to resolve issues efficiently.