Product Support Analyst

About the Team:

You’ll be part of a product-first team that values curiosity, collaboration, and shared ownership. The team works closely across product, data, and business, with engineers as trusted partners. It’s a supportive, no-blame culture where everyone helps unblock each other. Ideas are shared openly, learning happens fast, and wins are celebrated together. If you enjoy working with smart, friendly people who love building great products, this team is for you.

About the Role:

We are looking for a Product Support professional who thrives at the intersection of Customer Experience and Engineering. In this role, you will work closely with engineering, product, and operations teams to diagnose, triage, and resolve complex technical issues impacting customers. You will act as the voice of the customer for technical problems and help improve product reliability, workflows, and internal tooling.

This role is ideal for someone who enjoys problem-solving, data-driven analysis, debugging, and translating customer issues into actionable engineering insights.

What You will do

Technical Issue Resolution

• Own and resolve complex, non-routine CX issues that require deep technical investigation.
• Debug issues across APIs, backend services, databases, and integrations using logs, queries, and monitoring tools.

Engineering Collaboration

• Work closely with Engineering teams to triage bugs, prioritize fixes, and validate solutions.
• Create clear, actionable bug reports with reproduction steps, logs, screenshots, and impact analysis.

Customer Experience Enablement

• Act as a technical escalation point for frontline CX/support teams.
• Translate technical fixes into clear explanations for CX teams and customers.

Product & Process Improvement

• Identify recurring issues and proactively recommend product, tooling, or process improvements.
• Contribute to internal documentation, runbooks, FAQs, and troubleshooting guides.
• Collaborate with Product Managers to provide feedback grounded in real customer impact.

Data & Monitoring

• Analyze support data and system metrics to spot trends and anomalies.
• Track issue resolution SLAs, defect leakage, and customer impact metrics.
• Help define dashboards or alerts to improve observability and response time.

What you will need

• 2–5 years of experience in Product Support, Technical Support, or Application Support.
• Strong understanding of web applications, APIs, and distributed systems.
• Hands-on experience with SQL for investigating data-related issues.
• Familiarity with Postman, Jira, monitoring, and debugging tools
• Basic to intermediate experience with Python, Java, or similar languages for scripting or debugging.
• Understanding of REST APIs, HTTP status codes, and authentication mechanisms.
• Experience working with ticketing systems (Jira, Zendesk, Freshdesk, etc.).

Life at slice:

Life so good, you’d think we’re kidding:

• Competitive salaries. Period.
• An extensive medical insurance that looks out for our employees & their dependents. We’ll love you and take care of you, our promise.
• Flexible working hours. Just don’t call us at 3AM, we like our sleep schedule.
• Tailored vacation & leave policies so that you enjoy every important moment in your life.
• A reward system that celebrates hard work and milestones throughout the year. Expect a gift coming your way anytime you kill it here.
• Learning and upskilling opportunities. Seriously, not kidding.
• Good food, games, and a cool office to make you feel like home. An environment so good, you’ll forget the term “colleagues can’t be your friends”.
• We believe in equality. Period.

At slice, we are committed to building a diverse and talented workforce. We never discriminate on the basis of race, sex, religion, colour, national origin, gender, gender identity, sexual orientation, age, marital status, veteran status, medical condition, disability, or any other class or characteristic protected by the applicable law.

We consider all qualified job-seekers with criminal histories in a manner consistent with the applicable law. Additionally, we are committed to providing reasonable accommodations to qualified individuals with physical or mental disabilities in order to participate in the job application or interview process, perform essential job functions, and receive other benefits and privileges of employment.

Come join our crew!

About us

slice

A new bank for a new India

slice’s purpose is to make the world better at using money and time, with a major focus on building the best consumer experience for your money. We’ve all felt how slow, confusing, and complicated banking can be. So, we’re reimagining it. We’re building every product from scratch to be fast, transparent, and feel good, because we believe that the best products transcend demographics, like how great music touches most of us.

Our cornerstone products and services: slice savings account, slice UPI credit card, slice UPI, and slice business are designed to be simple, rewarding, and completely in your control. At slice, you’ll get to build things you’d use yourself and shape the future of banking in India. We tailor our working experience with the belief that the present moment is the only real thing in life. And we have harmony in the present the most when we feel happy and successful together.

We’re backed by some of the world’s leading investors, including Tiger Global, Insight Partners, Advent International, Blume Ventures, and Gunosy Capital.