Product Support Engineer

What You'll Do

• Be a subject matter expert of product
• Document troubleshooting and problem resolution steps — including building an AI-searchable knowledge base so common issues can be resolved faster (by humans or bots)
• Monitor alerting channels, analyze problems, diagnose and do occasional code fixes with low to medium complexity
• Use AI copilots/LLM tools (e.g. Claude, ChatGPT) to speed up log analysis, root-cause investigation, and drafting fixes
• Taking ownership of technical issues and working closely with developers to resolve more complicated problems
• Work closely with product and developers to enhance the quality of existing products
• Advocate internally for customer needs—be the technical voice of the customer
• Resolve escalated customer complaints without the need for team lead intervention
• Address urgent issues quickly, work within and measure against customer SLAs
• Train and coach customers to a successful onboarding process and ongoing usage
• 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
• Experiment with and help implement AI-assisted support workflows (auto-triage, ticket summarisation, suggested responses) to reduce resolution time
• Develop smaller complexity features/enhancements in existing products
• Perform in-depth research and identify sources of production issues surrounding the application
• Work closely with business in managing day-to-day issues, and resolve user queries
• Perform daily health checks of the application, job schedules and infrastructure supporting the application
• Develop and facilitate monitoring systems to identify issues before they happen
• 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

Some specific Requirements:

• 1+ yr of experience as Product Support Engineer
• Experience in providing support for ETL or data warehousing is preferred
• Good understanding of Unix and Databases concepts
• Experience working with SQL and No-SQL databases and writing simple queries to debug issues
• Being able to creatively come up with solutions for various problems and implement them
• Experience working with REST APIs and debugging requests/responses using tools like Postman
• Quick troubleshooting and diagnosing skills
• Knowledge of customer success processes
• Experience in document creation
• High availability for fast response to customers
• Language knowledge required in one of NodeJs, Python, Java
• Hands-on familiarity with AI/LLM tools for productivity — prompting effectively for debugging, documentation, or code review is a strong plus
• 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
• Background in AWS, Docker, Kubernetes, Networking — an advantage
• Experience in SAAS B2B software companies — an advantage
• Ability to join the dots around multiple events occurring concurrently and spot patterns
• GrowthAt Fynd, growth is limitless. We nurture a culture that encourages innovation, embraces challenges, and supports continuous learning. As we expand into new product lines and global markets, we’re seeking talented individuals eager to grow with us.
• We believe in empowering our people to take ownership, lead with confidence, and shape their careers.
• Flex University: Access in-house learning sessions and workshops designed to enhance your professional and personal growth.
• Learning Wallet: Enrol in external courses or certifications to upskill—we’ll reimburse the costs to support your development.CultureWe believe in building strong teams and lasting connections.
• Regular community engagement and team-building activities
• Biannual events to celebrate achievements, foster collaboration, and strengthen our workplace culture

WellnessYour well-being is our priority. Comprehensive Mediclaim policy for you, your spouse, children, and parents

Work EnvironmentWe thrive on collaboration and creativity. Our teams work from the office five days a week to encourage open communication, teamwork, and innovation.

Join us to be part of a dynamic environment where your ideas make an impact!