Product Support Engineer

Product Support Engineer

Location: Remote (India)

About Ez-XBRL Solutions

For over 15 years, Ez XBRL Solutions and EcoActive have been at the forefront of Disclosure Management for Financial and Sustainability Reporting, Regulatory Compliance, XBRL Digital Reporting and Analytics. Our patented AI technologies and algorithms, enabled by the transformative use of automation and machine learning, consistently deliver exceptional outcomes for a global clientele, underscoring our recognized leadership in innovation and customer-focused solutions. We invite you to join us in shaping our future success.

Role Overview

We are looking for a technically strong and service-oriented Product Support Engineer to join our product support and engineering team.

This role primarily focuses on product support, troubleshooting, issue resolution and customer-facing technical assistance, while also contributing to software development, bug fixes, automation and product enhancements. You will work closely with our engineering, product and customer-facing teams to investigate complex product issues, identify root causes and deliver reliable solutions.

Key Responsibilities

Product Support & Troubleshooting (Primary Responsibility)

Provide L1 / L2 / L3 technical product support for enterprise software applications.

Investigate, troubleshoot and resolve complex application and production issues.

Analyze customer-reported issues, reproduce problems and identify root causes.

Handle and resolve technical support tickets within defined priorities and SLAs.

Work closely with customers and internal teams to understand technical problems and provide effective solutions.

Analyze application logs, database records, API responses and system behavior to diagnose issues.

Escalate complex issues to the appropriate engineering teams with detailed technical analysis and reproduction steps.

Monitor production environments and proactively identify potential application or system issues.

Communicate technical issues and resolutions clearly to customers, Product, QA and Engineering teams.

Document known issues, troubleshooting procedures, root causes and resolutions.

Participate in production releases, incident resolution and post-incident analysis.

Software Development & Product Enhancement

Develop and maintain web application components using C#, .NET, Python, Node.js, JavaScript and Angular (v14 or higher).

Develop bug fixes, patches and product enhancements.

Build and maintain backend services, APIs and application components.

Develop scripts and automation tools using Python to improve product support and operational efficiency.

Participate in code reviews, debugging and software testing.

Work with Engineering teams to improve product stability, performance and maintainability.

Contribute to the automation of repetitive support, testing and troubleshooting activities.

Cloud, Database & Infrastructure Support

Troubleshoot applications deployed on AWS environments.

Work with AWS services and cloud infrastructure to investigate application issues.

Work with Linux environments and command-line tools for application and production troubleshooting.

Investigate issues involving databases, queries, data processing and application integrations.

Work with SQL / MySQL and MongoDB for troubleshooting and data analysis.

Troubleshoot REST APIs, web services and third-party integrations.

AI / LLM & Emerging Technologies

Work with AI-powered features and applications integrated into our products.

Support, troubleshoot and enhance applications using AI-assisted tools.

Work with LLM APIs, prompt engineering, NLP and AI-based document processing.

Assist in developing and integrating AI-powered automation and intelligent product capabilities.

Stay current with emerging AI technologies and identify opportunities to improve product support and engineering processes.

Required Skills & Experience

3+ years of relevant product support experience.

Strong troubleshooting, debugging and problem-solving skills.

Experience supporting enterprise software products in production environments.

Strong hands-on experience in:

C# and .NET [ Non-negotiable ]

Python [ Non-negotiable ]

Node.js [ Non-negotiable ]

JavaScript

Angular

Why Join Ez-XBRL?

• Be part of a fast-growing and innovation-driven technology company.
• Opportunity to work on cutting-edge solutions in regulatory, compliance, and digital reporting domains.
• Play a key leadership role in shaping products, engineering practices and team growth.
• Collaborate with talented professionals in a highly entrepreneurial environment.
• Opportunity to drive innovation through emerging technologies, including AI and automation.
• Fully remote work environment with significant ownership and impact