Product Support Engineer

Roles & Responsibilities

• Investigate, troubleshoot, and resolve complex technical issues escalated from the L1 Support team.
• Analyze application logs to identify errors, system behavior, and performance bottlenecks.
• Diagnose and resolve API failures, integration issues, and production incidents across distributed systems.
• Collaborate closely with Engineering and Product teams to drive timely issue resolution.
• Communicate proactively with customers by providing clear, structured, and timely updates on issue status and resolution.
• Perform root cause analysis and document findings, workarounds, and permanent fixes.
• Create and maintain internal knowledge base articles and troubleshooting documentation.
• Identify recurring issues, recommend process improvements, and drive automation opportunities to improve support efficiency

Must Have SkillSet (Non Negotiable)

• 3–6 years of experience in Technical Support, Application Support, or Production Support.
• Ability to read, understand, and analyze application code to assist in troubleshooting and debugging (Java, Python, Node.js, or similar technologies).
• Hands-on experience working with GCP Logs Explorer or other cloud-based logging and monitoring platforms.
• Strong understanding of REST APIs, API debugging, and system integrations.
• Demonstrated ability to independently troubleshoot complex technical issues and perform root cause analysis (RCA).
• Excellent written and verbal communication skills, with the ability to explain technical issues, business impact, and resolutions clearly to both customers and internal stakeholders.
• Comfortable working in the US shift (India night shift).
• Ability to manage high-priority incidents with a strong sense of ownership, urgency, and accountability.

Preferred Qualifications

• Experience supporting SaaS products or product-based organizations.
• Working knowledge of SQL and the ability to write basic database queries for troubleshooting.
• Experience using Jira or similar ticketing and incident management tools.
• Understanding of microservices architecture and distributed systems.

What we are looking for

• Strong analytical and problem-solving skills.
• Ownership mindset with a proactive approach to resolving issues.
• Customer-first attitude with excellent stakeholder management skills.
• Ability to perform effectively in a fast-paced, high-volume support environment.
• High attention to detail and strong organizational skills.
• Ability to prioritize multiple issues while maintaining quality and responsiveness.
• A collaborative team player who works effectively across Support, Engineering, and Product teams.

Location: Bengaluru