Product Support Engineer

Company: VideoSDK

Website: Visit Website

LinkedIn: Visit LinkedIn

Business Type: Startup

Company Type: Product

Business Model: B2B

Funding Stage: Seed

Industry: Information Technology

Job Description Position : Product Support Engineer

Location : Surat, GJ (Onsite)

Education : BE/BTech in CS/IT

Experience Range: 1 - 2 Years

About The Role We are looking for a Product Support Engineer who is passionate about troubleshooting complex technical issues, analyzing system behavior, and delivering excellent customer support. The ideal candidate should have a strong foundation in backend infrastructure, working knowledge of Python, and the ability to investigate production issues using monitoring and logging tools to identify root causes.

Key Responsibilities

• Monitor production systems and proactively identify service issues.
• Analyze application, infrastructure, and service logs to troubleshoot incidents.
• Perform root cause analysis (RCA) and work with engineering teams to drive issue resolution.
• Investigate customer-reported issues and provide timely updates and resolutions.
• Collaborate with Product, Engineering, and Customer Success teams to ensure high service reliability.
• Create and maintain troubleshooting guides, runbooks, and incident documentation.
• Track recurring issues and recommend improvements to enhance system stability.
• Support deployment validation and post-release monitoring activities.

Must-Have Skills

• 1 to 2 years of experience in Technical Support, Product Support, Site Reliability, or a related role.
• Good understanding of backend systems and infrastructure fundamentals.
• Working knowledge of Python & Javascript for debugging, log analysis, automation, or scripting tasks.
• Experience with monitoring and observability tools.
• Strong ability to analyze logs, trace issues across systems, and determine root causes.
• Basic understanding of APIs, microservices, databases, and cloud environments.
• Familiarity with Linux environments and command-line troubleshooting.

Soft Skills

• Strong communication and stakeholder management skills.
• Excellent problem-solving and analytical thinking abilities.
• Ability to clearly communicate technical findings to both technical and non-technical audiences.
• Ownership mindset with a customer-first approach.

Good-to-Have Skills

• Understanding of real-time communication systems (WebRTC, SIP, VoIP, streaming technologies, etc.).
• Exposure to Voice AI agents, conversational AI agents, or speech technologies.
• Basic knowledge of cloud platforms such as AWS, GCP, or Azure.
• Experience handling production incidents in a SaaS environment.