Product Operations Analyst

Product Operations Analyst

This role sits at the intersection of Product, Engineering, and customers within a fast-moving SaaS environment. You will help maintain the functional and data integrity of a technology platform serving major e-commerce marketplaces. The position combines technical troubleshooting, SQL-based investigation, operational analysis, and cross-functional collaboration. You will own issues from initial investigation through resolution while ensuring findings are clearly documented and communicated. By identifying recurring problems and operational patterns, you will help product teams improve functionality and the overall customer experience. You will also bring valuable customer insights directly into product and engineering discussions. This is an excellent opportunity for an analytical, technically curious professional who enjoys solving complex problems and improving products through data.

Accountabilities

• Issue Monitoring & Escalation: Monitor escalation queues and internal requests, ensuring platform issues are followed up on promptly and the application maintains strong functional and data integrity.
• Technical Troubleshooting: Investigate and resolve SaaS platform issues using structured troubleshooting, SQL queries, data validation, and operational analysis.
• Issue Ownership: Take ownership of problems through to resolution, coordinating with relevant teams and keeping stakeholders informed throughout the process.
• Documentation: Clearly document technical issues, investigation findings, resolutions, and recurring problems to improve knowledge sharing and future troubleshooting.
• Cross-Functional Collaboration: Work closely with Product Managers, Designers, Engineers, and other stakeholders to communicate issues, insights, priorities, and status updates.
• Product Improvement: Identify recurring patterns, product gaps, operational inefficiencies, and opportunities to improve functionality, internal workflows, and customer experience.
• Customer Advocacy: Develop a strong understanding of the in-product customer journey and represent customer needs and pain points in product and engineering discussions.
• Operational Analysis: Use data and reporting to surface actionable insights and support better decision-making across product operations.

Requirements

• Professional Experience: 2–3 years of experience working in a technical SaaS environment.
• Technical Support: Hands-on experience providing technical support and troubleshooting SaaS applications.
• SQL: Strong SQL skills for troubleshooting, validating data, investigating issues, and identifying underlying causes.
• Data Analysis: Proficiency with Excel and/or Google Sheets for analysis, reporting, and operational troubleshooting.
• Support & Project Tools: Familiarity with JIRA, Confluence, or comparable ticketing, documentation, and support platforms.
• E-commerce Knowledge: Experience supporting e-commerce platforms such as Amazon, Walmart, or TikTok Shop is an advantage.
• Marketplace Expertise: Familiarity with Amazon Seller Central or Vendor Central advertising platforms, Walmart Seller Center or Supplier Portal advertising platforms, or additional advertising marketplaces such as TikTok is highly desirable.
• Problem Solving: Strong analytical and critical-thinking skills, with the ability to investigate complex issues methodically and identify practical solutions.
• Communication: Strong written and verbal communication skills, with the ability to explain technical findings clearly to both technical and non-technical stakeholders.
• Organization: Ability to work independently with minimal supervision while managing multiple support requests, priorities, and deadlines effectively.
• Collaboration: Comfortable working across Product, Engineering, Design, and customer-facing teams in a highly collaborative environment.

Benefits

• Company equity eligibility.
• Fully remote work flexibility, with the option to work from home or from available offices.
• Flexible remote working arrangements.
• Broadband reimbursement.
• Group medical insurance with coverage of up to INR 7,50,000 per year for a family.
• Crèche benefit.
• Opportunity to work at the intersection of AI, SaaS, e-commerce, and marketplace technology.
• Collaborative environment with exposure to Product, Engineering, and customer-facing functions.
• Opportunity to directly influence product improvements and customer experience.