Product Support Analyst

• Review and triage incoming tickets from the refer queue, ensuring proper categorization and prioritization.
• Conduct initial investigations using internal tools, system logs, and documentation to determine appropriate next steps.
• Provide preliminary technical analysis and clarification to minimize unnecessary escalations.
• Collaborate closely with product teams, QA, and developers to facilitate timely and accurate issue resolution.
• Maintain clear, detailed ticket notes to support downstream teams and ensure full traceability.
• Identify recurring issues and contribute to root cause analysis and process improvement initiatives.
• Support internal documentation efforts by contributing to knowledge bases and triage guides.

• Strong analytical and problem-solving skills with keen attention to detail.
• Proficient in both written and spoken English (minimum B2 level).
• Experience using ticketing systems such as Jira or ServiceNow, and familiarity with escalation workflows.
• Ability to interpret logs, error messages, and system behaviors to inform triage decisions.
• Excellent communication skills and ability to collaborate effectively with remote teams.
• Self-motivated and capable of managing a high-volume ticket queue independently.
• Willingness to work shift hours to ensure overlap with UK business operations.

• Minimum of 2 years’ experience in QA, software testing, or a similar role, ideally within the insurance or financial services sectors.

• Must hold a technical degree or equivalent qualification.

GECO Asia