Product Support Engineer – SLA- Fynd

Job Description

What You Will Do

• Become a subject matter expert on our product.
• Document troubleshooting and problem resolution steps.
• Monitor alerting channels, analyze problems, diagnose, and occasionally fix code with low to medium complexity.
• Take ownership of technical issues and collaborate closely with developers to resolve more complicated problems.
• Collaborate with product and developers to improve the quality of existing products.
• Advocate internally for customer needs and serve as the technical voice of the customer.
• Resolve escalated customer complaints without requiring team lead intervention.
• Address urgent issues promptly and adhere to customer SLAs.
• Train and coach customers for successful onboarding and ongoing usage.
• Automate scripts/tasks for reporting and maintenance and develop anomaly detectors and alerting systems where applicable.
• Develop smaller features/enhancements in existing products.
• Conduct in-depth research to identify sources of production issues.
• Collaborate closely with the business to manage day-to-day issues and resolve user queries.
• Perform daily health checks of the application, job schedules, and supporting infrastructure.
• Develop and implement monitoring systems to proactively identify issues.
• Collaborate with the Product team to improve the product based on feedback and issues.

Additional Requirements

• 6-8 months of experience as a Product Support Engineer.
• Experience in supporting ETL or data warehousing is preferred.
• Good understanding of Unix and database concepts.
• Experience with SQL and No-SQL databases, and ability to write simple queries for debugging.
• Ability to creatively devise solutions for various problems and implement them.
• Experience working with REST APIs and debugging requests/responses using tools like Postman.
• Strong troubleshooting and diagnosing skills.
• Knowledge of customer success processes and experience in document creation.
• Proficiency in one of NodeJs, Python, or Java.
• Background in AWS, Docker, Kubernetes, and Networking is advantageous.
• Experience in SAAS B2B software companies is preferred.
• Ability to connect multiple events occurring concurrently and identify patterns.

Culture

• Organize community and team building activities.
• Host weekly, quarterly, and annual events/parties.

Wellness

• Mediclaim policy for you, your parents, spouse, and kids.
• Access to experienced therapists for better mental health, improved productivity, and work-life balance.

Office Environment

• Work 5 days a week from the office.
• Enjoy free meals, snacks, goodies, and a vibrant culture.