Product Support Engineer

8 hours ago

Raidurgam India Sureify Full time ₹ 4,50,000 - ₹ 9,00,000 per year

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).

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).
  • 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.

Benefits:

  • Competitive Salary & Benefits Package
  • Medical and Accidental Insurance
  • Professional Development Opportunities
  • Collaborative and Supportive Team Environment
  • Opportunities to work with cutting-edge technologies

Sureify is an equal opportunity employer and enthusiastically encourages people from a

wide variety of backgrounds and experiences to apply.

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