Senior Product Support Engineer

Role : Senior Product Support Engineer

Position Summary

We are seeking a highly skilled and customer-focused Senior Product Support Engineer (L3) with 712 years of experience to provide advanced technical support for our software products. The candidate will serve as the highest internal escalation point for customer-reported issues, perform deep technical investigations, execute root cause analysis, collaborate closely with development teams, and ensure timely resolution of critical customer incidents.

Key Responsibilities

• Act as the final escalation point for complex customer issues received from L1 and L2 support teams.
• Investigate and resolve application, database, integration, network, and infrastructure-related problems.
• Analyze logs, system behavior, performance metrics, and customer environments to identify root causes.
• Work closely with Product Development, QA, DevOps, and Customer Success teams to resolve defects and product issues.
• Drive major incident management activities and provide regular customer updates.
• Create root cause analysis (RCA) reports and corrective/preventive action plans.
• Develop and maintain troubleshooting guides, knowledge base articles, and support documentation.
• Monitor support SLAs and ensure adherence to customer commitments.
• Mentor L1 and L2 team members and provide technical guidance.
• Participate in product releases, deployments, upgrades, and post-release validation activities.
• Identify recurring issues and recommend product or process improvements.
• Be able to coordinate and resolve organizational IT issues

Technical Skills

Required:

• Strong knowledge of application architecture and troubleshooting.
• Experience with Windows/Linux environments.
• Database knowledge (SQL Server, MySQL, PostgreSQL).
• Experience analyzing application logs and system logs.
• Knowledge of APIs, REST services, and integration troubleshooting.
• Understanding of networking fundamentals (DNS, SSL, TCP/IP, VPN).
• Experience with ticketing systems such as Jira, ServiceNow, Zendesk, or Freshdesk.
• Strong incident management and problem management skills.

Preferred:

• Cloud platforms (Azure, AWS, GCP).
• Docker, Kubernetes, or containerized applications.
• Monitoring tools such as Grafana, Kibana, Datadog, Splunk, AppDynamics, etc.
• ITIL Foundation certification.

Experience & Qualification

• Bachelors degree in computer science, IT, Engineering, or related field.
• 7–12 years of experience in Product Support, Technical Support, Application Support, or Production Support roles.
• Experience supporting SaaS, Web, Mobile, or Enterprise Software products.
• Demonstrated experience handling customer escalations and critical incidents.

Key Competencies

• Excellent problem-solving and analytical skills.
• Customer-centric mindset.
• Strong verbal and written communication.
• Ability to work under pressure during critical incidents.
• Leadership and mentoring skills.
• Ownership and accountability.