Product Support Engineer

Responsibilities:\n- Be a subject matter expert of product\n- Document troubleshooting and problem resolution steps — including building an AI-searchable knowledge base so common issues can be resolved faster (by humans or bots)\n- Monitor alerting channels, analyze problems, diagnose and do occasional code fixes with low to medium complexity\n- Use AI copilots/LLM tools (e.g. Claude, ChatGPT) to speed up log analysis, root-cause investigation, and drafting fixes\n- Taking ownership of technical issues and working closely with developers to resolve more complicated problems\n- Work closely with product and developers to enhance the quality of existing products\n- Advocate internally for customer needs—be the technical voice of the customer\n- Resolve escalated customer complaints without the need for team lead intervention\n- Address urgent issues quickly, work within and measure against customer SLAs\n- Train and coach customers to a successful onboarding process and ongoing usage\n- Automate scripts/tasks for reporting and maintenance; build anomaly detectors and alerting wherever applicable — including exploring AI/ML-based anomaly detection for proactive issue identification\n- Experiment with and help implement AI-assisted support workflows (auto-triage, ticket summarisation, suggested responses) to reduce resolution time\n- Develop smaller complexity features/enhancements in existing products\n- Perform in-depth research and identify sources of production issues surrounding the application\n- Work closely with business in managing day-to-day issues, and resolve user queries\n- Perform daily health checks of the application, job schedules and infrastructure supporting the application\n- Develop and facilitate monitoring systems to identify issues before they happen\n- Work backward with the Product team to improve the product as per feedback/issues — and flag opportunities where AI could improve product usability, support, or internal ops\n- Some specific Requirements:\n- 1+ yr of experience as Product Support Engineer\n- Experience in providing support for ETL or data warehousing is preferred\n- Good understanding of Unix and Databases concepts\n- Experience working with SQL and No-SQL databases and writing simple queries to debug issues\n- Being able to creatively come up with solutions for various problems and implement them\n- Experience working with REST APIs and debugging requests/responses using tools like Postman\n- Quick troubleshooting and diagnosing skills\n- Knowledge of customer success processes\n- Experience in document creation\n- High availability for fast response to customers\n- Language knowledge required in one of NodeJs, Python, Java\n- Hands-on familiarity with AI/LLM tools for productivity — prompting effectively for debugging, documentation, or code review is a strong plus\n- Basic understanding of how AI/ML models work (e.g. what makes a good anomaly detector, how LLM-based chatbots handle intent) is a bonus, even without hands-on ML experience\n- Background in AWS, Docker, Kubernetes, Networking — an advantage\n- Experience in SAAS B2B software companies — an advantage\n- Ability to join the dots around multiple events occurring concurrently and spot patterns