Product Support Analyst I

Round 1: Online Assessment (aptitude & logical reasoning) → Round 2: Technical Interview (product support scenarios, troubleshooting, tools) → Round 3: HR Interview (culture fit, salary expectations)

share.google promotes a collaborative remote‑first culture where employees are encouraged to share ideas openly and maintain a healthy work‑life balance. The company invests heavily in continuous learning, offering regular webinars, mentorship, and clear growth pathways. Employees enjoy flexibility, supportive managers, and a focus on results rather than hours logged.

The interview process at share.google typically starts with an online aptitude test, followed by a technical interview focused on troubleshooting scenarios, product knowledge, and analytical thinking. The final round is an HR interview that assesses cultural fit, communication skills, and salary expectations. Candidates should be prepared with clear problem‑solving examples and a customer‑centric mindset.

Bachelor's degree in Engineering, Computer Science, Information Technology or related discipline; Minimum 60% aggregate (or CGPA 6.0/10); 1–3 years of relevant product support or technical support experience; Candidates from the 2022‑2025 graduating batches are preferred; Maximum of 2 backlogs allowed (if any) at the time of graduation; Strong communication skills in English; Ability to work independently in a remote setting.

CSG (Computer Sciences Group) is a leading global provider of business support systems and operational solutions for the communications, media and technology sectors. With a presence in more than 30 countries, CSG helps its clients transform their product portfolios, improve customer experiences and drive revenue growth through innovative software platforms and services. The company is known for its strong engineering culture, data‑driven decision making and a commitment to continuous learning, making it an attractive destination for fresh talent and early‑career professionals. The Product Support Analyst I role is a front‑line position that bridges the gap between CSG’s sophisticated product suite and its diverse customer base. As a remote full‑time employee, you will be responsible for diagnosing, troubleshooting, and resolving product‑related issues reported by customers, while ensuring adherence to service level agreements (SLAs) and maintaining high levels of customer satisfaction. This role offers exposure to a wide range of technologies, interaction with cross‑functional teams, and the opportunity to develop deep domain expertise in enterprise‑grade software solutions. **Key Responsibilities** 1. Provide timely technical and product support to customers via phone, email, and ticketing systems. 2. Investigate, reproduce, and troubleshoot product issues using logs, monitoring tools, and debugging techniques. 3. Analyze root causes of recurring problems and propose preventive measures. 4. Document all support cases, steps taken, and resolutions in the knowledge base. 5. Coordinate with internal engineering, product, and QA teams to escalate complex issues. 6. Communicate status updates and resolutions clearly to customers, ensuring expectations are managed. 7. Follow defined support processes, SLAs, and escalation matrices. 8. Maintain accurate records of recurring incidents and contribute to the creation of standard operating procedures. 9. Participate in on‑call rotations and after‑hours support as required. 10. Continuously update product knowledge and stay abreast of new releases and features. **Tech Stack & Tools**: The role primarily works with ticketing platforms such as ServiceNow or JIRA, utilizes SQL for data extraction, leverages RESTful APIs for integration checks, and employs monitoring tools like Splunk or New Relic. Familiarity with Linux/Windows environments, basic scripting (Bash/Python) and version control (Git) is advantageous. **Growth Path**: Starting as a Product Support Analyst I, high performers can progress to Senior Analyst, then to Team Lead or Product Support Manager. The role also serves as a springboard to specialized positions in product engineering, quality assurance, or customer success, depending on individual interests and skill development. **Why Join CSG?** CSG offers a remote‑first work model, enabling flexibility while still fostering a collaborative culture through regular virtual meet‑ups and mentorship programs. Employees benefit from structured learning pathways, exposure to cutting‑edge telecom and media solutions, and a clear career progression framework. The company’s emphasis on work‑life balance, inclusive environment, and competitive compensation makes it an excellent choice for professionals looking to build a solid foundation in product support and technology services.