Senior Product Support Engineer

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

📋 Description

• Serve as the main escalation point for intricate production challenges and incidents affecting customers.

• Manage assigned and escalated issues comprehensively, covering everything from triage to resolution, communication, root cause analysis (RCA), and preventive measures.

• Facilitate internal war rooms, customer conference calls, and critical issue-resolution discussions.

• Diagnose issues within distributed applications, data pipelines, APIs, integrations, message queues, and cloud-hosted services.

• Examine logs, system metrics, traces, database behavior, and data flows to pinpoint faults and verify fixes.

• Investigate and resolve issues related to Kafka, RabbitMQ, Amazon SQS, or similar messaging systems.

• Maintain ticket hygiene and document support activities in accordance with SLAs and operational standards.

• Liaise with customers, Customer Success, Delivery, and internal stakeholders during incidents and escalations.

• Collaborate with Engineering, SRE, Product, QA, and Delivery teams to address defects and enhance release readiness.

• Contribute the support perspective in design, feature, release, and post-release evaluations.

• Identify customer-impacting risks prior to go-live and assist in transitioning new capabilities.

• Monitor platform health utilizing CloudWatch, Grafana, Opsgenie, Datadog, or equivalent tools.

• Recognize recurring issues, alert gaps, false positives, operational bottlenecks, and excessive manual support tasks.

• Enhance monitoring, alerting, runbooks, knowledge articles, workflows, and operational controls.

• Automate repetitive support tasks using Python, Bash, SQL, or other appropriate tools.

• Compose root cause analyses and oversee corrective actions until completion.

• Mentor Product Support Engineers and cultivate troubleshooting methodologies.

• Maintain troubleshooting guides, RCA templates, playbooks, onboarding materials, and technical documentation.

• Disseminate product, platform, and incident knowledge through reviews, training, and team forums.

• Contribute to hiring, onboarding, and skill-building initiatives.

⛳️ Requirements

• 7–10 years of experience in production support, technical support, application support, SRE, DevOps, or related customer-facing technical functions.

• Extensive experience troubleshooting SaaS or enterprise applications in production settings.

• Practical experience with AWS or GCP and Linux-based systems.

• Proficient SQL skills and experience with application log analysis and data investigation.

• Experience with monitoring and incident management tools such as CloudWatch, Grafana, Opsgenie, Datadog, or similar platforms.

• Working knowledge of Kafka, RabbitMQ, Amazon SQS, or equivalent messaging systems.

• Capability to read and write basic automation or diagnostic scripts using Python, Bash, or similar languages.

• Familiarity with Jira, Zendesk, ServiceNow, or comparable ticketing and workflow management tools.

• Strong understanding of incident management, problem management, RCA, SLA management, and change or release practices.

• Proven ability to lead customer escalations and cross-functional technical discussions.

• Exceptional written and verbal communication skills, including the ability to clarify technical issues for non-technical stakeholders.

• Demonstrated history of taking ownership, driving resolution, and enhancing support operations.

• Preferred: experience in supporting B2B SaaS products, data platforms, APIs, or high-volume data-processing systems.

• Preferred: experience in sectors such as energy, utilities, fintech, healthcare, or another operationally critical domain.

• Preferred: familiarity with SRE practices, observability, service-level objectives, and error budgets.

• Preferred: ITIL certification or practical experience with formal incident and problem management frameworks.

• Preferred: experience with CI/CD, cloud infrastructure, databases, or distributed systems.

• Preferred: experience mentoring engineers or serving as a technical lead.

• Preferred: exposure to Agile or Scrum delivery methodologies.

🏝️ Benefits

• Work on AI-powered products that facilitate the clean-energy transition.

• Tackle technically challenging problems related to energy data, analytics, cloud platforms, and distributed systems.

• Make a significant impact on customer experience, product reliability, and operational excellence.

• Collaborate with teams across Product, Engineering, SRE, Delivery, Customer Success, and global customer organizations.

• Engage in mentoring and knowledge-sharing opportunities.