Product Support Engineer

Are you someone who jumps into action when something breaksDo you enjoy digging into dashboards, logs, and alerts to find out what went wrong

• Were looking for a Product Support Engineer who loves solving problems and working closely with teams to keep systems running smoothly.
• In this role, you'll be the first point of contact for production issues. You'll monitor system health, investigate alerts, and work with Engineering, DevOps, Product, and Customer Support teams to fix problems fast. From resolving customer support tickets to setting up alerts and dashboards, your work will directly impact the stability and reliability of our services.
• If you're hands-on with monitoring tools, understand cloud basics, can dig into logs, and are eager to take ownership of production support, we'd love to connect with you.

What You'll Do:

• Monitor system health and performance using tools like Grafana, New Relic, Datadog, Sumo Logic, Dynatrace, etc.
• Create and maintain dashboards, alerts, and log queries to improve visibility and issue detection.
• Respond to and resolve support tickets by working closely with customer support and engineering teams.
• Use Jira to track issues, bugs, and tasks; keep them updated with clear status and progress.
• Document processes, known issues, and solutions in Confluence and maintain operational playbooks.
• Troubleshoot and analyze production issues using logs and monitoring data.
• Support root cause analysis and contribute to post-incident reviews.
• Assist in automating routine tasks and improving support workflows.
• Communicate effectively with both technical and non-technical stakeholders.
• Apply basic SQL and programming knowledge for debugging and data checks.
• Collaborate with engineering, DevOps, product, and customer support teams to ensure fast resolution and continuous improvement.

What Were Looking For:

• B.Tech / MCA in Computer Science, IT, or a related field
• 3+ years of experience in a technical support, product support, or site operations role
• Hands-on experience with monitoring and observability tools like Grafana, New Relic, Datadog, Sumo Logic, Dynatrace, etc.
• Experience in creating dashboards, setting up alerts, and analyzing logs
• Working knowledge of Jira (issue tracking) and Confluence (documentation)
• Basic understanding of cloud platforms such as AWS or GCP
• Strong problem-solving skills with a proactive mindset
• Familiarity with SQL for basic querying and troubleshooting
• Basic programming or scripting experience (e.g., Python, Bash)
• Good communication skills and ability to collaborate across teams (engineering, DevOps, product, and support)