Product Support Engineer - Night Shift(US Working Hours) - Remote Work

As a Product Support Engineer, you will be responsible for monitoring, troubleshooting application software issues, and coordinating with customers and internal teams to resolve issues. Product Support team is a 24x7 function and this role is specifically for the night shift overlapping with the US hours (10 pm - 6 am IST) working remotely.

Responsibilities:

• As on-call engineer monitor alerts during the shift. This role is specifically during the night shift overlapping with the US hours (10 pm - 6 am IST) working remotely.
• At least 50% of the responsibilities include troubleshooting and triaging production software application issues.
• Manage and resolve incidents within contractual SLAs. This includes coordination with other teams, stakeholders and providing timely updates to customers.
• Effectively communicate directly with Sureify customers globally on ticketing systems and as needed on phone calls.
• Constantly develop knowledge in Sureify products, software tools, languages and monitoring tools.

Requirements

• Experience in software support, preferably web applications, data issues and APIs.

• STRONG & EXCELLENT

  communication and proven

  problem-solving skills

  .
• Familiarity in monitoring, observability tools like Newrelic that helps troubleshoot application and infrastructure issues by providing real-time performance data and insights.

Qualifications:

• 3+ years of experience in a production support role.
• Excellent written and verbal communication, interpersonal, and presentation skills.
• Proven experience in technical software troubleshooting skills.
• Strong understanding of support case handling.

Required Technical Skills:

• Experience with developing complex SQL joins for troubleshooting.
• Experience with troubleshooting PHP, APIs, Data issues, React, Node.js.
• Familiarity with New Relic, ELK, Splunk, Cloudflare and other logging and APM tools.
• Knowledge of cloud platforms (AWS), End to end knowledge of data flow in a modern web application.

Benefits:

• Competitive Salary & Benefits Package
• Medical and Accidental Insurance
• Professional Development Opportunities
• Collaborative and Supportive Team Environment
• Opportunities to work with cutting-edge technologies

Sureify is an equal opportunity employer and enthusiastically encourages people from a

wide variety of backgrounds and experiences to apply.