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, maintain and eventually evolve as a SME to frontline the products and services by partnering with Development teams. They combine deep technical expertise with systematic problem-solving to design and develop automated solutions, resolve customer issues, and drive process improvements that enhance both engineering efficiency and customer experience. They implement proactive monitoring, own incident management processes and build scalable tools and documentation that enhance the overall software hygiene and operational excellence of managed products and services
KEY ACCOUNTABILITIES:
They partner with Development teams to support software products/services while developing deep product and customer knowledge. They design and develop Tools and Automations that save manual efforts, provide self-serve capabilities to users and eliminate recurring work to both tech teams and customers. They implement standard solutions and processes that improve engineering and operational processes within the team/product. They work with customers/users to resolve the tickets/incidents within the SLA and act as a technology spokesperson for their domain. They lead Incident post-mortems and drive process/service improvements through operational excellence practices. They implement monitoring solutions for the products/services they support and resolve any deviations. They are skilled at decomposing complex software and architectural problems into simple, straight-forward solutions. They apply expert knowledge in performance, scalability, enterprise system architecture. They are capable of reading, writing, and debugging software to solve problems and improve systems. They contribute to technical and process documentation. They participate in the hiring process.
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 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 navigating between immediate operational needs—such as incident response and customer issue resolution—and long-term strategic initiatives focused on automation, process standardization, and system optimization.
This Engineer must balance competing priorities including feature development support, system reliability, customer satisfaction, and continuous improvement initiatives. 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, 4+ years of experience in software development, support engineering, or DevOps roles.Proven experience in supporting production software systems and resolving complex technical issuesExpert programming skills in Python, Perl, Java or other OOPs languagesExperience designing and implementing automation tools, monitoring solutions, and operational processesBackground in working with cross-functional teams and interfacing directly with customers or end usersExperience with agile development methodologies and continuous integration/continuous deployment (CI/CD) practicesExperience in improving system reliability, performance, and operational efficiency Good knowledge of Networking and Linux fundamentalDB and SQL understandingExperience with distributed systems and microservices-based architectureExperience with cloud platformsExcellent problem-solving and analytical thinking abilitiesStrong documentation and knowledge-sharing skillsCollaborative approach to working with diverse teams and stakeholders