Product Support Engineer I

4 - 8 years

4 - 6 Lacs

Posted:2 weeks ago| Platform: GlassDoor logo

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Work Mode

On-site

Job Type

Part Time

Job Description

KEY ACCOUNTABILITIES

  • Act as Level 1 & 2 for support, handling escalations and ensuring quick issue resolution.
  • Monitor, troubleshoot, and resolve issues.
  • Work closely with Product & Engineering teams to report, analyze, and debug recurring issues.
  • Maintain system configurations, permissions, and user access controls.

  • Diagnose API failures, integration errors, and data inconsistencies.
  • Ensure data accuracy in bookings, shipments, and invoicing workflows.
  • Handle incident management, log analysis, and root cause investigations.
  • Manage ticketing systems (JIRA, ServiceNow, Zendesk, etc.) and ensure SLAs are met.
  • Assist in system upgrades, testing, and deployments.
  • Document troubleshooting steps, known issues, and resolutions for internal knowledge bases.
  • Maintain a 24/7 on-call support roster to ensure immediate response to critical issues.
  • Owned shift handover call, Handover On-Hold issue/incidents

OTHER

  • Act as an ambassador for DP World always when working; promoting and demonstrating positive behaviours in harmony with DP World’s Principles, values, and culture; ensuring the highest level of safety is applied in all activities; understanding and following DP World’s Code of Conduct and Ethics policies.
  • Perform other related duties as assigned.

QUALIFICATIONS, EXPERIENCE AND SKILLS

  • 4-8 years of experience in Technical Support with domain knowledge WMS/OMS/IMS/B2B eCommerce/Freight Forwarding Industry
  • Strong knowledge in Freight forwarding domain
  • Experience troubleshooting in ERP Solutions/SAP, etc.
  • Hands-on experience with SQL queries for data validation & issue diagnosis.
  • Knowledge of APIs, web services, and system integrations.
  • Understanding networking, cloud environments (Azure Cloud, Elastic search, Monitoring tools (New Relic, etc.), and database structures.
  • Proficiency in Linux/Windows environments, log analysis, and debugging tools.
  • Strong analytical and communication skills to liaise with technical and non-technical stakeholders.
  • Ability to work in rotational shifts, including nights and weekends.
  • Ability to work independently with minimal supervision.
  • Effective interpersonal skills, including verbal and written communication
  • Hands-on experience Oracle, SAP or another comparable ERP solution, B2B
  • Exposure to automation tools, scripting (Python, Bash, PowerShell), and DevOps practices.
  • ITIL certification or experience in Incident, Problem, and Change Management will add advantage


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