Lead Product Support Engineer

Title : Lead Product Support Engineer

The Role :

The role of the Product Support Engineer is a technical role that ensures the stability, integrity, and efficient operation of the platform / system and services.

High Impact production issues often require coordination between multiple Development, Operations and IT Support groups, so you get to experience a breadth of impact with various groups.

Roles and Responsibilities :

• Logging and keeping records of various issues to help the team prioritize fixes and automations, along with measuring the product quality.
• Documenting troubleshooting and problem resolution steps.
• Monitor alerting channels, analyze problems, diagnose and do occasional code fixes with low to medium complexity.
• 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.
• Resolving escalated customer complaints without the need for team lead intervention.
• Address urgent issues quickly, work within and measure against customer SLAs.
• Write scripts (shell, python, ruby, php) and aggressively automate manual / repetitive tasks.
• Automate scripts / tasks for reporting and maintenance; and build anomaly detectors and alerting wherever applicable.
• 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.
• Identify, develop and design features to solve patterns of problems to stabilize production systems.

Mandatory Qualifications :

Good to have :

Location : Bangalore