Product Support Analyst

Responsibilities

• Provide level 2 functional support to global customers via calls, emails, and chats
• Perform initial analysis of reported issues and coordinate with internal cross-functional teams
• Conduct testing in UAT, Pre-Prod, and Production environments following bug fixes or changes
• Manage and track tasks to ensure all resolutions meet predefined SLAs
• Perform data loads via ETL procedures and conduct production sanity checks
• Liaise between technical teams and clients to ensure high-quality deliverables and customer satisfaction

Requirements

• 5+ years of professional experience in a support or analytical role
• Proven experience in client-facing roles supporting US or EU-based customers
• Hands-on experience with UAT, Pre-Prod, and Production environment testing
• Strong proficiency in MS Excel (including VLOOKUP) and data analysis/validation
• Experience using ticketing tools such as JIRA or ServiceNow
• Foundational knowledge of the Software Development Lifecycle (SDLC)
• Ability to work flexible hours to align with European or US time zones

Preferred Qualifications

• Bachelor's or Master's degree in Engineering (BE/BTech/ME/MTech) or Computer Applications (BCA/MCA)

About the Company

EVERSANA is a global life sciences commercialization services company. With a team of over 7,000 employees, we serve more than 650 clients, ranging from biotech start-ups to established pharmaceutical companies. We are dedicated to bringing innovative therapies to market and improving patient lives through next-generation solutions.