Product Support Engineer
- Fynd
- 0 - 4 years
- Mumbai
- 9 months ago
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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 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
Some more requirements
- 6-8 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 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, 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.
Job Classification
Industry: Software ProductFunctional Area / Department: Product ManagementRole Category: Product Management - OtherRole: Product Manager - OtherEmployement Type: Full timeContact Details:
Company: FyndLocation(s): Mumbai+ View Contact
Keyskills: Unix Image editing Usage Networking Debugging Troubleshooting Customer engagement Product support Team building SQL
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