Product_Support_Engineer_IT_SSC

About Welspun

Welspun World is one of India's fastest growing global conglomerates with businesses in Home Textiles, Flooring Solutions, Advanced Textiles, DI Pipes, Pig Iron, TMT bars, Stainless Steel, Alloy, Line Pipes, Infrastructure & Warehousing.At Welspun, we strongly believe in our purpose to delight customers through innovation and technology, achieve inclusive & sustainable growth to remain eminent in all our businesses. From Homes to Highways, Hi-tech to Heavy metals, We lead tomorrow together to create a smarter & more sustainable world.

Job Purpose/ Summary

Provide end-to-end L1 and L2 application support by monitoring alerts, troubleshooting issues, collaborating with cross-functional teams, performing root cause analysis, managing incidents through ITSM tools, and maintaining documentation, with proficiency in SQL, monitoring tools, and basic scripting knowledge.

Job Title

Product_Support_Engineer_IT_SSCWe are looking for a motivated Product Support Engineer to join our team. In this role, you will act as the primary point of contact for customers, providing technical support and troubleshooting assistance for our products. You will work closely with cross-functional teams including engineering, product management, and sales to resolve customer issues efficiently and contribute to product improvements. The ideal candidate will have strong problem-solving skills, technical knowledge, and a passion for delivering exceptional customer service.

Principal Accountabilities

Troubleshooting, diagnosing, communicating, escalating, documenting, testing resolving, collaborating, training, monitoring, analyzing, reporting supporting, upgrading, advising, Application Support, Issue Resolution Documentation and Analysis, Monitoring, SQL, SOPMonitor application alerts, logs, and dashboards using tools like Grafana, Kibana, or custom portalsAcknowledge and triage tickets raised through email, ITSM tools (e.g., Jira, ServiceNow, Freshdesk., or monitoring systemsProvide first-level support for known issues by following SOPs and predefined resolution workflowsLog and escalate unresolved issues to L2 support or engineering teams with necessary diagnosticsPerform advanced troubleshooting of application issues (e.g.API failures, DB errors, latency.Query databases (e.gMySQL, PostgreSQL, Oracle. to validate and analyze incidentsCollaborate with development, QA, and infrastructure teams to resolve underlying technical problemsParticipate in root cause analysis (RCA. and assist with bug fixes or data correctionsDeploy patches configuration updates, or service restarts under controlled environments (non-prod/prod.Maintain documentation such as knowledge base articles, SOPs, and FAQs2–3 years of experience in application support, with exposure to both L1 and L2 rolesGood understanding of application architectures, APIs, and microservices (REST/SOAP.Experience using monitoring/logging tools (e.g., ELK Stack, Grafana, Prometheus.Proficient in SQL for data queries and validationsStrong problem-solving and communication skillsBasic knowledge java/python/JS is a plusFamiliarity with ITIL concepts like incident, change, and problem management.

Key Interactions

Client Relations ,Training and Development ,Top Management,Mid Management,Junior Management

Experience

2

Competency Name

Competency Name

Proficiency Level

Information TechnologyExpert Technology skills(IT.Expert IT OperationsExpert Change ManagementExpert Problem SolvingExpert CollaborationExpert Business & Commercial acumenExpert Global Mind-setExpert EntrepreneurshipProficient People ExcellenceProficient Information TechnologyExpert Technology skills(IT.Expert IT OperationsExpert Change ManagementExpert Problem SolvingExpert CollaborationExpert Business & Commercial acumenExpert Global Mind-setExpert EntrepreneurshipProficient People ExcellenceProficient