Product Support Engineer

JOB PURPOSE:
A member in this role will serve as a technical bridge between Development teams and customers/users by ensuring the reliability, performance, and continuous improvement of software products and services. They operate in a hybrid model of Development + Support responsibilities. They support and maintain the products and services by working along with Development teams. They collaborate with senior engineers in the team to develop automated solutions, resolve customer issues, and implement process improvement actions that enhance both engineering efficiency and customer experience. They enhance monitoring configurations and setup, participate in incident management processes and work on tools and documentation that enhance the overall software hygiene and operational excellence of managed products and services
KEY ACCOUNTABILITIES:
They work with Development teams under the guidance of developers and senior engineers to support software products/services while developing deep product and customer knowledge. They work on automations that save manual efforts and eliminate recurring work to both tech teams and customers.They work with customers/users to resolve the tickets/incidents within the SLA and act as a technology spokesperson for their domain. They participate in Incident post-mortems and work on process/service improvements through operational excellence practices.They have a good understanding and can implement improvements to the monitoring setup for the products/services they support and resolve any deviations. They have good knowledge in performance, scalability, and enterprise system architecture. They are capable of reading, writing, and debugging software to solve problems and implement bug fixes. They contribute to enhancing the technical and process documentation.
JOB CONTEXT:

This Engineer will operate within a dynamic software development environment where multiple products and services require continuous operational support and improvement. This role exists at the intersection of development, operations, and customer support, serving as a critical link between engineering teams and end users.
In today's fast-paced technology landscape, organizations face increasing pressure to deliver reliable, scalable software while maintaining high code quality and operational efficiency. This role, with guidance, will address this challenge by implementing systematic approaches to software hygiene, reducing technical debt, and establishing sustainable operational practices.
This position typically supports cross-functional teams working on complex, distributed systems that serve diverse customer bases with varying technical requirements and service level expectations. The role requires having good understanding of incident response and customer issue resolution—and working with the team on initiatives such as automation, process standardization, and system optimization. Success in this role directly impacts product quality, team productivity, customer experience, and the organization's ability to scale its software offerings effectively while maintaining operational excellence standards.
How are the engineers in this team different from SDEs? They are skilled in one or more programming languages (Python, Java, Perl, etc.). They understand data structures, but don’t have to be as strong as SDEs. For example, they understand and can implement Arrays, linked lists, queues, but not necessarily Trees or Graphs. SDEs typically develop core software products for business and solve problems with significant algorithmic complexity or Big-O performance optimizations, while the engineers in this team will implement solutions to improve system resilience and build automations to address common problems faced across multiple teams. (eg. Build an automation that implements security patch across services owned by multiple teams) which doesn’t need to be optimal but does the work effectively and error free.
QUALIFICATIONS, EXPERIENCE AND SKILLS:
A bachelor’s degree in computer science or related field, 1+ years of experience in software development, support engineering, or DevOps roles.Proven experience in supporting production software systems, performance improvements and resolving systemic issuesProgramming skills in Python, Perl, Java or other OOPs languagesExperience in automation tools, monitoring solutions, and operational processesBackground in working with cross-functional teams and interfacing directly with customers or end usersExperience with agile development methodologiesGood knowledge of Linux fundamentals, distributed systems and microservices-based architectureDB and SQL understandingExperience with cloud platformsGood problem-solving and analytical thinking abilitiesGood documentation and knowledge-sharing skillsCollaborative approach to working with diverse teams and stakeholders