Product Support Engineer – Cloud SaaS

Job Description
You will work closely with the support team to help identify and triage production issues and determine
coding fixes for issues that arise as well as reroute issues of higher complexity to the core engineering
team. You will lead technical triage during incident response. You will be the technical guru in the
support team and understand the whole systems and pipeline for each of our products.
 Develop and analyze code (both front end and back end) to find and triage problems and
prioritize bug reports from our customers
 Provide technical leadership to incident management calls and production issue reviews
 Communicate efficiently with members of the engineering team as well as end users
 Participate in all appropriate planning and resolution of Jira Service tickets with a high sense of urgency.
 Develop effective monitoring and alerting solutions for cloud based SaaS solutions.
 BS/BA in Computer Science, Engineering, or equivalent preferred
 Exposure to application of Java and JavaScript, Experience or Knowledge in SQL development
and working with databases such as Postgres, MySQL
 Familiar with scripting programming languages such as Python, bash, Typescript
 Exposure to API development and debugging
 Familiarity with AWS or Cloud based solutions is preferred
 Experience working with Freshdesk Desk or JIRA ticketing system a plus
 Ability and eagerness to learn new technologies quickly
 Clear and compelling in written and spoken communication
 Ability to work in a fast-paced environment and manage simultaneously competing priorities

Job Location: Mumbai
Role: Product Support Engineer – Cloud SaaS
Education: BS/BA in Computer Science Engineering
Experience: 2 to 7 yr

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