Product Support Engineer

Job Description:

Be a subject matter expert of product

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.

Advocate internally for customer needs be the technical voice of the customer

Resolving escalated customer complaints without the need for team lead intervention.

Address urgent issues quickly work within and measure against customer SLAs.

Train and coach customers to a successful onboarding process and ongoing usage.

Automate scripts / tasks for reporting and maintenance; and build anomaly detectors and alerting wherever applicable.

Develop smaller complexity features/enhancements in existing products.

Perform indepth 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.

Work backward with the Product team to improve the product as per the feedback/issues of the product

Some more requirements:

68 months of experience as Product Support Engineer

Experience in providing support for ETL or data warehousing is preferred.

Good Understanding on Unix and Databases concepts

Experience working with SQL and NoSQL databases and writing simple queries to get data for debugging issues.

Being able to creatively come up with solutions for various problems and implement them.

Experience working with REST APIs and debugging requests and responses using tools like Postman

Quick troubleshooting and diagnosing skills.

Knowledge of customer success processes.

Experience in document creation.

High availability for fast response to customers.

Language knowledge required in one of NodeJs Python Java.

Background in AWS Docker Kubernetes Networking an advantage.

Experience in SAAS B2B software companies an advantage.

Ability to join the dots around multiple events occurring concurrently and spot patterns.