Product Support Engineer

2 days ago

Hyderabad, Telangana, India Sureify Full time ₹ 4,00,000 - ₹ 8,00,000 per year

About the Role:

As a Product Support Engineer, you will be responsible for monitoring, troubleshooting application software issues, and coordinating with customers and internal teams to resolve issues. Product Support team is a 24x7 function and this role is specifically for the night shift overlapping with the US hours (10 pm - 6 am IST) working remotely.

Responsibilities:

  • As on-call engineer monitor alerts during the shift. This role is specifically during the night shift overlapping with the US hours (10 pm - 6 am IST) working remotely.
  • At least 50% of the responsibilities include troubleshooting and triaging production software application issues.
  • Manage and resolve incidents within contractual SLAs. This includes coordination with other teams, stakeholders and providing timely updates to customers.
  • Effectively communicate directly with Sureify customers globally on ticketing systems and as needed on phone calls.
  • Constantly develop knowledge in Sureify products, software tools, languages and monitoring tools.

Requirements:

  • Experience in software support, preferably web applications, data issues and APIs.
  • STRONG & EXCELLENT communication and proven problem-solving skills.
  • Familiarity in monitoring, observability tools like Newrelic that helps troubleshoot application and infrastructure issues by providing real-time performance data and insights.

Qualifications:

  • 3+ years of experience in a production support role.
  • Excellent written and verbal communication, interpersonal, and presentation skills.
  • Proven experience in technical software troubleshooting skills.
  • Strong understanding of support case handling.

Required Technical Skills:

  • Experience with developing complex SQL joins for troubleshooting.
  • Experience with troubleshooting PHP, APIs, Data issues, React,
  • Familiarity with New Relic, ELK, Splunk, Cloudflare and other logging and APM tools.
  • Knowledge of cloud platforms (AWS), End to end knowledge of data flow in a modern web application.

Why Join Sureify?

At Sureify, youll be part of a collaborative, innovation-driven culture where your expertise will directly influence the quality and success of products transforming the life insurance landscape. You'll work alongside passionate technologists and industry experts, tackling complex challenges with cutting-edge technologies while helping shape the future of digital insurance experiences.

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