Product Support Engineer

This role is for one of Weekday's clients
Min Experience: 5 years
Location: Gurgaon
JobType: full-time

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.