Product Support Engineer

2 weeks ago


Gurgaon, Haryana, India Grip Invest Full time

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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