Engineer @ Indus Valley Partners

We are seeking a technically-savvy and customer-focused Client Services professional to act as the bridge between our Support/DEG/MS and Product Development team. This role is ideal for someone who combines a deep understanding of the product and domain with strong analytical and debugging skills. You will play a critical role in replying to queries, diagnosing product issues and ensuring timely resolution and communication. Key Responsibilities:
Team Interface: Act as the bridge between the Support and Product Development teams, ensuring seamless communication of customer issues, technical challenges, and enhancement requests.
Technical Triage and Root Cause Assistance: Assist in analyzing escalated issues using MySQL or MSSQL along with application/server logs to help identify patterns or root causes before engaging development teams.
Debugging Issue Reproduction: Reproduce reported issues in test environments, examine logs, and use SQL queries to retrieve and interpret data relevant to issues/queries
Product Domain Expertise: Develop and maintain strong knowledge of the product and its underlying domain to contextualize issues and guide troubleshooting effectively
Knowledge Management: Document known issues, product limitations, and troubleshooting guidelines for internal use by support and development.
Data-Driven Feedback: Analyze ticket trends and recurring problems to proactively suggest product improvements or fixes.
Feedback Loop Maintenance: Track escalated tickets and enhancement requests to ensure they are prioritized appropriately and status updates are communicated back
Collaboration: Work closely with QA, Product Managers, and Developers to facilitate timely resolution of escalated issues and contribute to sprint planning discussions Requirements:
Bachelor s degree in Computer Science, Information Systems, or a related field.
2+ years of experience in client services, technical support, product operations, or a similar customer-facing technical role.
Proficiency in reading and writing SQL queries for basic data validation and investigation.
Experience analyzing application logs and debugging customer-reported issues.
Strong understanding of software product functionality, especially in SaaS or enterprise environments.
Excellent verbal and written communication skills.
Ability to translate technical details into clear, actionable information for cross-functional teams.
Familiarity with issue tracking and support tools (e.g., Fogbugz, Azure devops, SVN). Preferred Qualifications:
Experience with Agile or Scrum methodologies.
Exposure to REST APIs and browser-based debugging tools is a plus.
Familiarity with the Fintech domain is a strong advantage.
Prior experience in a product-driven company with a strong customer success culture.