Production Support Engineer

Role Overview

As a Product Support Engineer (L1) in the Product Support & Customer Excellence team, you will act as the vital bridge between Core Engineering and Customer support team. You will dive deep into customer-reported issues, analyze application logs and backend data, and drive resolutions. Working closely with Core Engineering, you will write, validate, and execute ad-hoc scripts under approval to resolve data/system issues while monitoring real-time application alerts to ensure high availability and continuous operational stability.

Key Responsibilities

• Cross-Functional Liaison: Act as the technical touchpoint between Customer Support, Product, and Core Engineering to investigate, escalate, and resolve complex L1 customer issues.
• Troubleshooting & Technical Debugging: Diagnose, trace, and debug issues across multi-tier web and backend applications using application logs, system metrics, and backend database queries.
• Scripting & Ad-hoc Execution: Draft, test, and deploy ad-hoc data/fix scripts in lower environments and execute them in Production following strict approval workflows from Core Engineering.
• Application Alerting & Monitoring: Proactively monitor application performance alerts, error dashboards, and system health metrics to identify anomalies and address incidents before they impact customers.
• Interim & Workaround Solutions: Formulate immediate workaround solutions or hotfixes for recurring issues to minimize customer downtime while long-term technical debt is addressed.
• Knowledge Management: Maintain up-to-date internal Knowledge Base (KB) documentation and runbooks based on recent feature rollouts, bug fixes, and internal Knowledge Transfer (KT) sessions.

Requirements

• Education: Bachelor's or Master's degree in Computer Science, Information Technology, or equivalent practical experience.
• Experience: 2-5 years of experience in Product Support, SRE, L1 Support, or Cloud Operations.
• Programming & Scripting: Practical proficiency in at least one modern language (Python, Java, or Ruby) for writing operational and fix scripts.
• Database Management: Hands-on expertise writing SQL queries and inspecting data across relational databases (AWS RDS PostgreSQL / MySQL) and NoSQL databases (MongoDB).
• Cloud Infrastructure: Strong working knowledge of major AWS Cloud Services (EC2, S3, CloudWatch, Lambda, RDS).
• DevOps & CI/CD Fundamentals: Understanding of Git workflows (GitHub, GitLab, or Bitbucket), CI/CD pipelines, and Infrastructure as Code concepts (Terraform / CloudFormation).
• System Operations: Comfortable navigating and troubleshooting across Linux/Unix environments.
• Communication: Excellent written and verbal communication skills to clearly convey technical root causes to business stakeholders and core engineers.