Product Support Engineer
On-siteBengaluru, Karnataka, India
Job Summary
Own and investigate technical issues reported by customers, operations, and internal teams, taking them from initial triage to resolution. Debug problems across APIs, backend services, databases, and third-party integrations by analyzing logs, API responses, and application behavior. Reproduce production issues in local or staging environments and partner with engineering teams on bug fixes, ensuring clear documentation with context and reproduction steps. Monitor recurring issues to identify patterns that prevent future problems and build internal debugging tools or automations for efficiency. Participate in on-call and incident support as required while helping improve incident response processes. Create troubleshooting guides for recurring technical issues and communicate complex problems clearly to both technical and non-technical stakeholders.
Required Qualifications
- 2–4 years of experience in technical support, product support, software engineering, production engineering or a similar role
- Strong understanding of APIs, HTTP, JSON, databases and backend systems
- Comfortable writing and running SQL queries to investigate data and production issues
- Ability to read and understand code in languages such as Java, Python
- Comfortable using tools such as Postman, Grafana, GIT
- Good understanding of AWS
- Strong analytical and debugging mindset — you enjoy asking 'why did this happen?' rather than stopping at 'this is broken.'
- Ability to communicate technical problems clearly to both technical and non-technical stakeholders
- Strong ownership and bias for action, especially when dealing with production issues
- Ability to operate effectively in a fast-moving startup environment where processes are still evolving
Desired Qualifications
- Experience debugging microservices and third-party integrations
- Familiarity with event-driven systems, queues, webhooks and distributed systems
- Experience building small scripts or internal tools to automate repetitive support/debugging workflows
- Exposure to incident management and production monitoring
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