Product Support Engineer (L2)
On-siteBengaluru, Karnataka, India
Job Summary
Investigate, troubleshoot, and resolve complex technical issues escalated from the L1 Support team, including API failures, integration issues, and production incidents across distributed systems. Analyze application logs to identify errors, system behavior, and performance bottlenecks, performing root cause analysis and documenting findings, workarounds, and permanent fixes. Collaborate closely with Engineering and Product teams to drive timely issue resolution while communicating proactively with customers regarding status and updates. Create and maintain internal knowledge base articles, identify recurring issues, and recommend process improvements or automation opportunities. Requires 3–6 years of experience, hands-on GCP Logs Explorer proficiency, and ability to work in US business hours.
Required Qualifications
- 3–6 years of experience in Technical Support, Application Support, or Production Support
- Ability to read, understand, and analyze application code to assist in troubleshooting and debugging (Java, Python, Node.js, or similar technologies)
- Hands-on experience working with GCP Logs Explorer or other cloud-based logging and monitoring platforms
- Strong understanding of REST APIs, API debugging, and system integrations
- Demonstrated ability to independently troubleshoot complex technical issues and perform root cause analysis (RCA)
- Excellent written and verbal communication skills, with the ability to explain technical issues, business impact, and resolutions clearly to both customers and internal stakeholders
- Comfortable working in the US shift (India night shift)
Desired Qualifications
- Experience supporting SaaS products or product-based organizations
- Working knowledge of SQL and the ability to write basic database queries for troubleshooting
- Experience using Jira or similar ticketing and incident management tools
- Understanding of microservices architecture and distributed systems
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