Product Analyst

Overview

The Product Analyst supports product operations and delivers a consistent user experience across sales tools and platforms, acting as the link between sales users, Product Owners, business stakeholders and Engineering teams.

What you'll do

• Provide frontline product and operational support across CRM and the broader Sales tools ecosystem, troubleshooting user requests in line with established priorities, processes and SLAs.
• Stay current on product releases, enhancements, known issues and Product Owner updates, and connect these changes to user support tickets, recurring issues and potential user impact.
• Triage user-reported issues and quickly assess severity, scope and business/user impact.
• Where a potential product defect is identified, promptly raise and coordinate incidents with Engineering teams with appropriate analysis, evidence and supporting details.
• Use Jira effectively to create and maintain user stories, defects and bugs with clear problem statements, impact, evidence, acceptance criteria and prioritization.
• Create, review and continuously update knowledge articles, troubleshooting guides and user-support documentation based on recurring issues and established resolutions.
• Analyze incoming support tickets and recurring issue patterns to identify opportunities for proactive support, automation, ticket reduction and user experience enhancements.
• Support user onboarding, access provisioning, data-management activities and other operational processes in accordance with defined business processes, controls and governance requirements.
• Conduct user training and knowledge-sharing sessions covering product functionality, business processes, new features and product updates.
• Continuously expand expertise beyond individual CRM applications to support the broader Sales tools and technology ecosystem.
• Identify enhancements, automation opportunities and process improvements based on support insights and user feedback, and partner with Product and Engineering teams to recommend solutions.
• Actively leverage Generative AI tools, including Claude and other approved AI capabilities, in day-to-day work and demonstrate tangible AI-enabled process improvements each quarter.
• Contribute to a culture of ownership and continuous improvement by identifying gaps, proposing solutions, documenting learnings and sharing knowledge across the team.
• Communicate clearly, timely and professionally with users, Product Owners, Engineering teams and business stakeholders throughout issue resolution.

What you'll need

• Bachelor's degree in computer science, Information Systems, Engineering, Business or a related field, or equivalent practical experience.
• 2+ years' experience in Product Operations, CRM, Sales Technology, Application Support, Product Support or a related role supporting business-critical applications.
• 2+ years hands-on experience with enterprise CRM and/or Sales platforms, with the ability to troubleshoot application and user issues and understand their business impact.
• Excellent written and verbal communication skills, with the ability to clearly communicate technical or product-related information to users, Product Owners, Engineering teams and business stakeholders.
• Strong analytical and problem-solving skills, with demonstrated ability to independently triage issues, assess user/business impact, distinguish potential defects from support issues and coordinate appropriate escalation.
• Experience collaborating within global, cross-functional stakeholders involving Product, Engineering, Operations and business stakeholders.
• Strong learning agility and willingness to continuously expand knowledge across Sales tools, technologies, business processes and emerging capabilities.
• Digital fluency and hands-on experience using Generative AI tools such as Claude, ChatGPT, Microsoft Copilot or similar technologies to improve productivity, automate repetitive activities or drive measurable operational improvements.

Nice to have

• Experience supporting enterprise CRM and Sales platforms, such as Microsoft Dynamics CRM, Salesforce or similar applications, with an understanding of sales processes and user-support operations.
• Experience using Generative AI tools, such as Claude, ChatGPT or Microsoft Copilot, to automate repetitive activities, improve support quality, reduce manual effort and deliver measurable quarterly process improvements.
• Familiarity with integration platforms, ticketing systems (e.g., ServiceNow, Jira) and collaboration tools used in global operations.

Details

• Location: Bengaluru, India.
• Visa requires at least 3 days in office; expectations for these days will be confirmed by the Hiring Manager.