Product Support Engineer – 1

About the role

The Product Support Engineer acts as a technical bridge between development teams and customers, ensuring the reliability, performance, and continuous improvement of software products and services. Working in a hybrid model that blends development and support duties, the role focuses on automation, incident resolution, and operational excellence.

Key responsibilities

• Collaborate with development teams to support and maintain software products while building deep product and customer knowledge.
• Design and implement automation solutions that reduce manual effort for both technical teams and customers.
• Resolve tickets and incidents within defined SLAs, serving as the technical spokesperson for the domain.
• Participate in incident post‑mortems and drive process and service improvements.
• Enhance monitoring configurations, detect deviations, and ensure system health.
• Apply knowledge of performance, scalability, and enterprise architecture to troubleshoot and optimize solutions.
• Read, write, and debug software code to fix bugs and implement enhancements.
• Contribute to technical and process documentation.

Required profile

• Strong analytical mindset with the ability to understand complex software systems.
• Experience working under guidance from senior engineers and developers.
• Good grasp of incident response, SLA management, and continuous improvement practices.
• Ability to communicate technical concepts clearly to customers and internal teams.
• Proactive attitude toward automation and operational excellence.

Required skills