Product Support Engineer

About the Role :

We are looking for a technically sound and process-driven Technical Support Engineer who can handle L0–L1 troubleshooting, automate recurring issues, and bridge the gap between support and engineering. You’ll be responsible for first-line diagnostics, log analysis, and escalating critical issues with clear context.

Key Responsibilities :

Provide L0 and L1 support for internal and external systems, tools, and platforms.

Perform first-level debugging through logs, databases, and monitoring dashboards.

Analyze system and application logs to identify root causes of issues.

Automate repetitive support tasks using scripts (Bash, Python, Shell, PowerShell).

Create and maintain support playbooks and runbooks.

Handle ticket triaging and escalate to engineering or DevOps teams with proper diagnostics.

Work closely with QA, Infra, and Product teams to validate fixes and assist in deployment support.

Manage access requests, basic configuration changes, and environment validations.

Proactively monitor alerts and take preventive actions before issues impact business.

Required Skills :

2–5 years in technical support, application support, or system operations roles.

Strong hands-on knowledge of Linux / Unix and CLI tools.

Experience with writing and maintaining basic scripts (Bash, Python, Shell).

Working knowledge of system monitoring tools (e.G., Grafana, Kibana, CloudWatch, Prometheus).

Understanding of REST APIs, error codes, and debugging tools like Postman or curl.

SQL proficiency to query logs and verify data issues.

Comfortable with log analysis using ELK stack or similar tools.

Familiarity with ticketing systems like JIRA, Zendesk, or Freshdesk.

Bonus Skills :

Experience supporting microservices or distributed systems.

Awareness of CI / CD pipelines and basic deployment concepts.

Knowledge of containerized environments (Docker, Kubernetes).

Experience in working with cloud environments (AWS, GCP, Azure).