Product Support Engineer
2 weeks ago
Key Responsibilities / What You'll Do:
We are looking for a Product Support Engineer to join our team and act as the bridge between our customers, product, and engineering teams. The ideal candidate will have a strong technical background, problem-solving skills, and experience in debugging and resolving complex technical issues.
Technical Support & Troubleshooting
● Define and execute a product strategy that drives higher user engagement and activation.
● Provide Tier 2 & Tier 3 technical support for Grip Invest's platform, APIs, and applications.
● Troubleshoot customer-reported issues, conduct root cause analysis, and escalate to engineering when necessary.
● Investigate logs, database queries, and system performance issues to diagnose problems.
● Use monitoring tools (e.g., New Relic, Grafana) to analyze system health and proactively address potential incidents.
Incident Management & Process Optimization
● Ensure timely resolution of technical issues within defined SLAs.
● Manage incident reporting, documentation, and resolution tracking.
● Optimize Jira Service Management/Freshdesk workflows for efficient support operations.
● Continuously improve product support processes with automation and best practices.
Collaboration & Stakeholder Engagement
● Work closely with engineering, product, and QA teams to identify and resolve recurring issues.
● Partner with customer success and operations teams to enhance user experience and reduce friction points.
● Communicate technical solutions in a clear and user-friendly manner.
Compliance & Data Security
● Ensure compliance with CCPA, DPDPA, GDPR, and other financial regulations related to user data requests and security.
● Assist in audit and regulatory reporting for product-related incidents.
Technical Documentation & Knowledge Sharing
● Maintain and enhance internal knowledge base and technical documentation.
● Conduct training sessions for customer success teams on product troubleshooting and best practices.
● Document new findings and contribute to FAQs, technical articles, and troubleshooting guides.
Required Qualifications & Skills:
Technical Skills:
● 2-5 years of experience in a technical support or product support engineering role.
● Strong debugging skills with SQL, REST APIs, and log analysis.
● Hands-on experience with PostgreSQL, MySQL, or other relational databases.
● Familiarity with APM tools (New Relic, Grafana, or similar) for system monitoring.
● Experience with Jira Service Management, Confluence, and workflow automation.
● Understanding of network protocols, authentication mechanisms (OAuth, SSO), and cloud services (AWS/GCP/Azure).
Soft Skills:
● Excellent problem-solving skills and ability to work under pressure.
● Strong communication skills to explain technical concepts to non-technical users.
● Detail-oriented with a proactive approach to process improvements.
● Ability to multi-task, prioritize, and manage multiple support requests simultaneously.
Nice-to-Have Skills:
● Exposure to scripting languages (Python, JavaScript, or Shell scripting) for automating support tasks.
● Knowledge of financial regulations, fintech security best practices, or API authentication standards.
● Experience in incident management tools (PagerDuty, Opsgenie, or similar).
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