Production Support Engineer

Role Overview As a Product Support Engineer (L1) in the Product Support & Customer Excellence team, you will act as the vital bridge between Core Engineering and Customer support team . You will dive deep into customer-reported issues, analyze application logs and backend data, and drive resolutions. Working closely with Core Engineering, you will write, validate, and execute ad-hoc scripts under approval to resolve data/system issues while monitoring real-time application alerts to ensure high availability and continuous operational stability.

Key Responsibilities

Act as the technical touchpoint between Customer Support, Product, and Core Engineering to investigate, escalate, and resolve complex L1 customer issues. Troubleshooting & Technical Debugging: Diagnose, trace, and debug issues across multi-tier web and backend applications using application logs, system metrics, and backend database queries.

Scripting & Ad-hoc Execution: Draft, test, and deploy ad-hoc data/fix scripts in lower environments and execute them in Production following strict approval workflows from Core Engineering. Application Alerting & Monitoring: Proactively monitor application performance alerts, error dashboards, and system health metrics to identify anomalies and address incidents before they impact customers.

Interim & Workaround Solutions: Formulate immediate workaround solutions or hotfixes for recurring issues to minimize customer downtime while long-term technical debt is addressed. Knowledge Management: Maintain up-to-date internal Knowledge Base (KB) documentation and runbooks based on recent feature rollouts, bug fixes, and internal Knowledge Transfer (KT) sessions.

Requirements

Bachelor’s or Master’s degree in Computer Science, Information Technology, or equivalent practical experience. Experience: 2–5 years of experience in Product Support, SRE, L1 Support, or Cloud Operations. Programming & Scripting: Practical proficiency in at least one modern language ( Python, Java, or Ruby ) for writing operational and fix scripts.

Database Management: Hands-on expertise writing SQL queries and inspecting data across relational databases ( AWS RDS PostgreSQL / MySQL ) and NoSQL databases ( MongoDB ). Cloud Infrastructure: Strong working knowledge of major AWS Cloud Services (EC2, S3, Cloud. Watch, Lambda, RDS). DevOps & CI/CD Fundamentals: Understanding of Git workflows (GitHub, GitLab, or Bitbucket), CI/CD pipelines, and Infrastructure as Code concepts ( Terraform / Cloud.

Formation ). System Operations: Comfortable navigating and troubleshooting across Linux/Unix environments. Communication: Excellent written and verbal communication skills to clearly convey technical root causes to business stakeholders and core engineers.