Product Support Engineer 2

Job Title: Application Support Engineer

Job Summary:
Syndigo is a leading SaaS company that enables brands and retailers to

manage, syndicate, and optimize product content across digital commerce channels. Syndigo offers end-to-end capabilities spanning product information management (PIM), master data management (MDM), global data synchronization (GDSN), digital shelf
analytics, and shopper engagement insights to drive accuracy, compliance, and conversion across marketplaces.

L1 and L2 Support Role Profile

Role purpose. Provide reliable, customer-focused application support for Sandigo SaaS products in a global 24x7 environment. The role covers incident and service-request ownership, troubleshooting, SLA adherence, clear communication, knowledge management, and continuous improvement. L1 focuses on intake, triage, standard resolution and escalation. L2 focuses on advanced diagnosis, cross-team resolution, root-cause analysis and problem prevention.

Role Snapshot

• Role levels -L1 / L2

• Function -Application Support

• Work Model - 24x7 shift roster

• Reporting to - Manager - Support

• Customer scope - Global SaaS customers

• Primary channel -Ticketing tools, email, remote support
  Success Measures - SLA, quality, customer experience

• Collaboration - L1, L2, SRE, Engineering, Product, Professional Services and Cloud Ops

• Core Responsibilities
  Own assigned incidents and service requests from acknowledgement through resolution or controlled escalation.

• Provide application and configuration support for SaaS products while meeting response, update and resolution SLAs.
  Communicate clearly with customers and internal stakeholders, including impact, progress, workarounds, next steps and closure confirmation

• Troubleshoot application behavior using logs, monitoring data, API traces, configuration review, data validation and controlled testing in lower environments.

• Protect customer information and follow security, change, access and production- support procedures.

• Document troubleshooting steps, resolutions, known errors, workarounds and reusable knowledge articles.

• Participate in shift handovers, operational reviews, ticket-quality checks and continuous improvement activities.

• Collaborate with other support levels, SRE, Engineering, Product, QA, Cloud Operations and customer-facing teams when required.

  Mandatory Qualifications

• Bachelor's degree or equivalent practical experience in Computer Science, Engineering, Information Technology or a related discipline.

• L1: typically, 2+ years of relevant experience in application, product or technical
  support.

• L2: typically, 4+ years of relevant experience, including ownership of complex application incidents and technical escalations.

• Experience supporting global customers through ticketing systems, email, remote troubleshooting and phone or live-support channels.

• Excellent written and verbal communication, structured troubleshooting and customer-handling skills.

• Willingness to work in a 24x7 shift roster, including weekends and holidays as scheduled.

Technical Skills

• Hands-on support exposure to SaaS applications hosted on public-cloud platforms such as Microsoft Azure or AWS.
• API troubleshooting using tools such as Postman, including request/response analysis, authentication, status codes and payload validation.
• Working knowledge of data formats and configuration structures such as JSON, XML and YAML.
• Ability to review application and system logs using monitoring or observability tools such as Kibana, Grafana or equivalent platforms.
• Experience with ticketing and service-management tools such as Jira Service Management, ServiceNow or equivalent.
• Understanding of Linux-based systems, microservices and multi-tenant application environments.
• Exposure to data imports and exports, relationships, validations, workflow configuration, business rules and reporting.
• L2: stronger diagnostic capability across integrations, databases, messaging, containers and distributed application components.

Nice to Have

• Basic Java knowledge or the ability to read application code and stack traces.
• Exposure to Docker, Kubernetes or other container-orchestration platforms.
• Familiarity with Nginx, Elasticsearch, MySQL, Kafka and related application-platform technologies.
• ITIL Foundation or practical experience with incident, request, problem and change management.
• Experience creating dashboards, operational reports, automation, monitoring alerts or support knowledge content.

Behavioral Competencies

• Customer-first mindset and ownership
• Calm, structured response under pressure
• Clear written and verbal communication
• Collaboration across distributed teams
• Attention to detail and process discipline
• Curiosity, learning agility and continuous improvement