Fynd - Product Support Engineer - SLA

1 month ago

Mumbai, Maharashtra, India SHOPSENSE RETAIL TECHNOLOGIES LIMITED Full time

What will you do ?

  • Be a subject matter expert of product
  • Documenting troubleshooting and problem resolution steps.
  • Monitor alerting channels, analyze problems, diagnose and do occasional code fixes with low to medium complexity.
  • Taking ownership of technical issues and working closely with developers to resolve more complicated problems.
  • Work closely with product and developers to enhance the quality of existing products.
  • Advocate internally for customer needs - be the technical voice of the customer
  • Resolving escalated customer complaints without the need for team lead intervention.
  • Address urgent issues quickly, work within and measure against customer SLAs.
  • Train and coach customers to a successful onboarding process and ongoing usage.
  • Automate scripts / tasks for reporting and maintenance; and build anomaly detectors and alerting wherever applicable.
  • Develop smaller complexity features/enhancements in existing products.
  • Perform in-depth research and identify sources of production issues surrounding the application.
  • Work closely with business in managing day to day issues, and resolve user queries.
  • Perform daily health checks of the application, job schedules and infrastructure supporting the application.
  • Develop and facilitate monitoring systems to identify issues before they happen.
  • Work backward with the Product team to improve the product as per the feedback/issues of the product
Some more requirements :
  • 6-8 months of experience as Product Support Engineer
  • Experience in providing support for ETL or data warehousing is preferred.
  • Good Understanding on Unix and Databases concepts
  • Experience working with SQL and No-SQL databases and writing simple queries to get data for debugging issues.
  • Being able to creatively come up with solutions for various problems and implement them.
  • Experience working with REST APIs and debugging requests and responses using tools like Postman
  • Quick troubleshooting and diagnosing skills.
  • Knowledge of customer success processes.
  • Experience in document creation.
  • High availability for fast response to customers.
  • Language knowledge required in one of NodeJs, Python, Java.
  • Background in AWS, Docker, Kubernetes, Networking - an advantage.
  • Experience in SAAS B2B software companies - an advantage.
  • Ability to join the dots around multiple events occurring concurrently and spot patterns.
Culture :

- Community and Team building activities

- Host weekly, quarterly and annual events/parties.

Wellness :

- Mediclaim policy for you + parents + spouse + kids

- Experienced therapist for better mental health, improve productivity & work-life balance

We work 5 days from the office and we make sure people have everything they need :

- Free meals

- Snacks, goodies & a lot of fun culture

(ref:hirist.tech)

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