Support Engineer

1 day ago

Bengaluru, Karnataka, India Tradelab Technologies Full time

Job Title: Product Support Engineer (Night Shift – Remote) (Trading Domain)

Location:

Remote (India)

Shift Timing:

10:00 PM – 6:00 AM IST (US Hours)

Experience:

Minimum 1+ year

Function:

24×7 Product Support Team

About Us:

We are a technology-driven financial services firm specializing in providing high-performance trading platforms and broking solutions. Our products serve top brokers and trading institutions across the capital markets. With innovation at our core, we build scalable and secure systems that keep the financial markets running smoothly. For more details, pls visit:

About the Role:

As a
Product Support Engineer

, you will be responsible for monitoring applications, troubleshooting software issues, and ensuring timely resolution by collaborating with customers and internal teams. This role requires strong analytical thinking, excellent communication skills, and the ability to work effectively in a fast-paced environment. You will be supporting a global customer base during the night shift, remotely.

Key Responsibilities:


• Monitor application performance and proactively identify issues.


• Troubleshoot and resolve complex technical problems related to:

o Cloud environment services

o API usage and errors

o Application performance

o Cloud cost management

o Security-related issues

o SaaS application or configuration issues


• Collaborate with internal engineering, product, and QA teams to drive resolution.


• Communicate effectively with customers through calls, tickets, and emails, ensuring clarity and customer

satisfaction.


• Prioritize issues as per customer
SLAs

, maintaining urgency and professionalism.


• Manage time, tasks, and goals efficiently to deliver continuous value.


• Participate in the weekend on-call rotation as required.


• Work effectively in a 24×7 team environment and contribute to shared team success.

Required Skills & Qualifications:


•
1+ year of experience

in a Product Support or Technical Support role.


• Open to
night shift (US hours)

and
weekend shift rotation

.


• Strong
analytical, problem-solving

, and root-cause analysis skills.


• High
intellectual curiosity

and eagerness to learn new tools, technologies, and processes.


• Excellent
verbal, written, and listening communication skills

in English.


• Ability to handle multiple tasks simultaneously while adhering to SLAs.


• Strong interpersonal skills with the ability to build customer trust and maintain positive relationships.


• Comfortable working in a
fast-paced

, dynamic environment.

Preferred Qualifications (Good to Have):


• Exposure to cloud platforms (AWS, Azure, GCP)


• Experience working with APIs, logs, or monitoring tools


• Background in SaaS product support

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