Product Support Engineer II

HOW WE’LL BE WINNING TOGETHER DAY TO DAY

• Own assigned incidents and service requests from acknowledgement through resolution or controlled escalation.
• Provide application and configuration support for Syndigo SaaS products while meeting response, update, and resolution SLAs.
• Communicate clearly with customers and internal stakeholders, including impact, progress, workarounds, next steps, and closure confirmation.
• Troubleshoot application behavior using logs, monitoring data, API traces, configuration reviews, data validation, and controlled testing in lower environments.
• Resolve known and repeatable issues, fulfil standard requests, and apply approved workarounds or configuration changes.
• Investigate complex and non-standard issues, reproduce defects, validate fixes, and coordinate safe remediation or changes.
• Escalate issues with complete technical evidence, including business impact, troubleshooting performed, logs, timestamps, and reproduction details.
• Collaborate with SRE, Engineering, Product, QA, Cloud Operations, Professional Services, and customer-facing teams to resolve technical issues.
• Support major incidents by following established incident-management processes and contributing to service restoration.
• Identify recurring issues and contribute to root-cause analysis, corrective actions, known-error documentation, and problem prevention.
• Document troubleshooting steps, resolutions, workarounds, and reusable knowledge articles.
• Participate in shift handovers, operational reviews, ticket-quality checks, and continuous-improvement activities.
• For L2 responsibilities, take ownership of complex technical escalations and perform deeper analysis across applications, APIs, data, configurations, integrations, and infrastructure dependencies.
• For L2 responsibilities, provide technical guidance to L1 engineers, improve runbooks, and identify opportunities for automation and monitoring.

WE SHOULD TALK IF THIS SOUNDS LIKE YOU

• Bachelor’s degree or equivalent practical experience in Computer Science, Engineering, Information Technology, or a related discipline.
• L1: 2+ years of relevant experience in application, product, or technical support.
• L2: 4+ years of relevant experience, including ownership of complex application incidents and technical escalations.
• Experience supporting global customers through ticketing systems, email, remote troubleshooting, and phone or live-support channels.
• Excellent written and verbal communication, structured troubleshooting, and customer-handling skills.
• Hands-on support experience with SaaS applications hosted on public cloud platforms such as Microsoft Azure or AWS.
• Experience troubleshooting APIs using tools such as Postman, including request/response analysis, authentication, status codes, and payload validation.
• Working knowledge of data formats and configuration structures such as JSON, XML, and YAML.
• Ability to review application and system logs using monitoring or observability tools such as Kibana, Grafana, or equivalent platforms.
• Experience with ticketing and service-management tools such as Jira Service Management, ServiceNow, or equivalent.
• Understanding of Linux-based systems, microservices, and multi-tenant application environments.
• Exposure to data imports and exports, relationships, validations, workflow configuration, business rules, and reporting.
• L2: stronger diagnostic capability across integrations, databases, messaging, containers, and distributed application components.
• Basic Java knowledge or the ability to read application code and stack traces (preferred but not required).
• Exposure to Docker, Kubernetes, or other container-orchestration platforms (preferred but not required).
• Familiarity with Nginx, Elasticsearch, MySQL, Kafka, and related application-platform technologies (preferred but not required).
• ITIL Foundation certification or practical experience with incident, request, problem, and change management (preferred but not required).
• Experience creating dashboards, operational reports, automation, monitoring alerts, or support knowledge content (preferred but not required).
• Strong customer-first mindset, ownership, attention to detail, and process discipline.
• Ability to remain calm and structured under pressure while managing multiple priorities.
• Strong collaboration skills and the ability to work effectively across distributed teams.
• Curiosity, learning agility, and a continuous-improvement mindset.
• Willingness to work in a 24x7 shift roster, including weekends and holidays as scheduled.