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Lead Product Support Engineer

3 months ago

Bengaluru, India Razorpay Full time
The Role:

The role of the Product Support Engineer is a technical role that ensures the stability, integrity, and efficient operation of the platform / system and services. High Impact production issues often require coordination between multiple Development, Operations and IT Support groups, so you get to experience a breadth of impact with various groups.

Roles and Responsibilities:

- Logging and keeping records of various issues to help the team prioritize fixes and automations, along with measuring the product quality.- 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.- Resolving escalated customer complaints without the need for team lead intervention.- Address urgent issues quickly, work within and measure against customer SLAs.- Write scripts (shell, python, ruby, php) and aggressively automate manual / repetitive tasks.- 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.- Identify, develop and design features to solve patterns of problems to stabilize production systems.

Mandatory Qualifications:

- Knowledge of Unix / Linux based systems.- 5+ years of experience working with MySQL and Redis and writing simple queries to get data for debugging issues.- Being able to creatively come up with solutions for various problems and implement them.- An in-depth understanding of the different products and ability to navigate through the code to debug and small fixes.- Hands on with any of the scripting languages like Bash, Python, PHP, Ruby.- Excellent analytical and logical thinking.- Quick troubleshooting and diagnosing skills.- Problem solving and debugging skills.- Ability to join the dots around multiple events occurring concurrently and spot patterns.- Hardworking with strong work ethics.- Should be comfortable working in shifts & on weekends.

Good to have:

- Prior production support experience.- Prior programming experience.- Familiarity with Apache, Sumologic, Grafana, Prometheus, Elasticsearch.- Experience in dealing with RESTful web services is a plus.- Worked with queues and understands cron jobs

Location: Bangalore