Product Support Engineer – 2

About the role

The Product Support Engineer – 2 acts as a technical bridge between development teams and customers, ensuring software products are reliable, performant, and continuously improved. Working in a hybrid development‑support model, the engineer becomes a subject‑matter expert for the assigned products and services.

Key responsibilities

• Partner with development teams to acquire deep product and customer knowledge.
• Design and build tools and automation that reduce manual effort and enable self‑service for users.
• Implement standard processes that improve engineering and operational efficiency.
• Resolve tickets and incidents within SLA, acting as the technology spokesperson for the domain.
• Lead incident post‑mortems and drive process improvements through operational‑excellence practices.
• Develop and maintain proactive monitoring solutions and address any deviations.
• Decompose complex software and architectural problems into simple, actionable solutions.
• Contribute to technical and process documentation and participate in hiring activities.

Required profile

• Strong analytical mindset with a systematic problem‑solving approach.
• Ability to work collaboratively across development, operations, and customer‑facing teams.
• Excellent communication skills to interact with both technical and non‑technical stakeholders.

Required skills

• Experience reading, writing, and debugging software code.
• Knowledge of performance, scalability, and enterprise system architecture concepts.

What we offer

• Opportunity to become a subject‑matter expert on critical products.
• Exposure to both development and support functions in a dynamic environment.
• Chance to influence process improvements and operational excellence.