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
- Cross-Functional Liaison: 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
Qualifications & Requirements
- Education: 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 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, CloudWatch, Lambda, RDS).
- DevOps & CI/CD Fundamentals: Understanding of
Git
workflows (GitHub, GitLab, or Bitbucket), CI/CD pipelines, and Infrastructure as Code concepts (
Terraform / CloudFormation
).
- 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.
