Product Support Engineer|Mumbai|0-1Yrs

  • FYND (Shopsense Retail Technologies Ltd.)
  • India, M...
  • 0 - 1 Yrs

Job Description

  • In this role you would be responsible for day to day maintenance of engineering systems. You would also often act as the first line of support for internal applications while fixing bugs, and developing and deploying small components of code.
  • The role of the Production Support Engineer is a technical role that ensures the stability, integrity, and efficient operation of the platform/system and services.
  • Impact production issues often require coordination between multiple Engineering, Infrastructure, and Product groups, so you get to experience a breadth of impact with various groups.
  • 6-8 months of experience as Product Support Engineer
  • Experience in providing support for ETL or data warehousing is preferred.
  • Good Understanding of Unix and Database concepts
  • Experience working with SQL and No-SQL 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, and Java.
  • Background in AWS, Docker, Kubernetes, and Networking - an advantage.
  • Experience in SAAS B2B software companies - an advantage.
  • Ability to join the dots around multiple events occurring concurrently and spot patterns.

Job Responsibilities

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


Mumbai, Maharashtra, India