Product Support Engineer

This role is for one of Weekday’s clients Min Experience: 5 years Location: Gurgaon JobType: full-time Requirements As an L2 Product Support Engineer, you’ll act as the technical backbone of customer support. You’ll be responsible for resolving escalated issues from L1, analyzing product-related challenges, understanding backend code snippets , troubleshooting APIs, and working closely with engineering and product teams to deliver seamless solutions. This role is perfect for someone who enjoys problem-solving, thrives in a fast-paced SaaS environment, and loves to collaborate and deep dive with the Engineering team. Key Responsibilities Advanced Case Ownership & Resolution - Manage a queue of escalated technical support tickets from the L1 team and ensure timely, high-quality resolution. - Own issues end-to-end: from initial investigation to solution delivery and customer confirmation. - Proactively follow up with customers, ensuring they have a clear understanding of progress and resolution timelines. Troubleshooting & Root Cause Analysis - Perform deep-dive investigations by analyzing system logs, API requests/responses, and backend data flows to identify the root cause of reported issues. - Debug and understand code snippets (Python, NodeJS and ReactJS) to assist in pinpointing product defects and integration gaps. - Collaborate with engineering teams to validate, replicate, and resolve software-related bugs. Cross-Functional Collaboration - Partner closely with Engineering, Product Management, and QA teams to escalate complex technical challenges. - Act as the voice of the customer internally by providing detailed technical insights, reproduction steps, and impact assessments to drive faster bug fixes and feature improvements. - Collaborate with Customer Success Managers to ensure customer expectations are effectively managed. API & Integration Support - Work extensively with REST APIs, JSON payloads, and authentication frameworks to resolve integration-related challenges. - Partner with implementation teams to troubleshoot API-level issues for enterprise Customers. - Assist customers in setting up and optimizing integrations. Knowledge Base & Enablement - Create and maintain technical documentation, troubleshooting guides, FAQs, and knowledge base articles, SOPs to empower customers and internal teams. - Collaborate with L1 support to upskill them by sharing insights, solutions, and reusable fixes to reduce recurring escalations. Customer Communication & Advocacy - Communicate technical findings clearly to both technical and non-technical Stakeholders. - Build strong relationships with enterprise clients by demonstrating ownership, empathy, and proactive problem-solving. - Advocate for product enhancements based on recurring customer pain points and feedback. Required Skills & Qualifications Experience: Minimum 5+ years in technical product support, application support, or similar roles — ideally in a SaaS or enterprise product environment. Technical Expertise: - Strong debugging skills and familiarity with API troubleshooting. - Ability to understand and analyze code in Python, NodeJS and ReactJS for root cause identification. - Problem-Solving Mindset: A structured and logical approach to resolving complex, ambiguous technical issues. - Communication Skills: Ability to explain technical solutions in a simple, customer-friendly way while maintaining transparency and empathy. Tools Expertise: - Ticketing systems like Jira, Jira Service Management, Freshdesk, Zendesk,or ServiceNow. - Log analysis and monitoring tools such as Datadog, Kibana, or Splunk. Preferred Qualifications - Prior experience in enterprise SaaS environments with high-value B2B clients. - Experience working in AI-driven products or HRTech/Employee Experience platforms. - Exposure to SQL for basic database querying and debugging.