Sr Product Support Representative

Experience with US HCM (Payroll, Time & Labor, HR, Benefits) is preferred. Serve as a Subject Matter Expert (SME) for one or more Ready product modules. Maintain working knowledge across multiple Ready modules to troubleshoot end-to-end customer scenarios. Analyze interactions between Payroll, HR, Time, Benefits, and related system components. Provide expert technical guidance based on investigation findings. Serve as the technical escalation point for complex product issues. Share technical expertise and best practices through documentation, knowledge sharing, and collaborative problem solving. Support cross-functional teams by providing technical guidance during complex investigations. Influence technical outcomes through expertise and data-driven analysis. 5-7 years of experience in L2/L3 enterprise application support. Strong analytical, troubleshooting, and root cause analysis skills. Experience supporting enterprise SaaS applications in an SLA-driven environment. Advanced Case Ownership Independently manage and resolve the organization's most complex Level 2 support cases. Own customer issues from investigation through resolution. Lead technical resolution of high-impact escalations involving multiple systems or product areas. Communicate effectively with customers while providing clear expectations and timely updates. Advanced Troubleshooting & Root Cause Analysis Perform deep technical investigations using structured troubleshooting methodologies. Conduct root cause analysis across application configuration, integrations, system behavior, and product functionality. Identify product defects, recommend preventive actions, and minimize unnecessary escalations. Drive cross-functional technical investigations to deliver sustainable solutions. Partner with Product Management, Engineering, QA, and Escalation teams to resolve complex customer issues. Produce clear technical documentation and contribute to knowledge management. Identify recurring trends and recommend improvements to product quality, support processes, automation, and knowledge resources. Participate in initiatives that improve troubleshooting effectiveness and operational efficiency.