Product Support Engineer – SRE, QA

This is a fully remote position, open to applicants in India.

📋 Description

• Take ownership of client-reported issues from start to finish: triage, troubleshoot, resolve, and provide feedback.

• Act as a reliable technical contact for clients.

• Analyze logs, metrics, APIs, and data to determine root causes.

• Collaborate with engineering to escalate and address product defects.

• Create and maintain runbooks, knowledge base articles, and support documentation.

• Oversee production health and manage incidents within AWS/Azure cloud environments.

• Establish proactive monitoring and alert systems.

• Lead and participate in blameless postmortems, ensuring fixes are implemented thoroughly.

• Automate repetitive support and operational processes.

• Ensure operations are secure, compliant, and resilient.

• Collaborate with product and engineering teams to test new features and releases.

• Develop and execute test plans, test cases, and regression suites.

• Build and maintain automated tests, integrating them into CI/CD pipelines.

• Transform client issues into test coverage.

• Utilize AI tools for triage, troubleshooting, test generation, and documentation.

• Test and validate features powered by AI.

⛳️ Requirements

• Minimum of 4 years in technical product support, support engineering, or SRE roles.

• At least 2 years of practical QA experience, encompassing both manual and automated testing.

• Practical experience with AWS and/or Azure.

• Strong troubleshooting capabilities with logs, APIs, databases, and distributed systems.

• Working knowledge of SQL and proficiency in at least one scripting language.

• Familiarity with monitoring and observability tools.

• Experience with test automation frameworks.

• Understanding of CI/CD pipelines and incident management practices.

• Excellent communication skills, able to convey technical issues to non-technical clients.

• Strong multitasker, self-motivated, and a proactive team player.

• Experience using or supporting AI/LLM-powered products, including testing AI outputs.

• Background in highly regulated industries.

• Experience in consulting or client-facing delivery roles.

• Knowledge of Kubernetes and Terraform.

• Possession of cloud certifications (AWS, Azure).

• Familiarity with Agile methodologies.

• Must be based in India.

🏝️ Benefits

• Flexible, remote-first culture.

• Continuous learning opportunities.