Product Support Engineer (L0 / L1)

We are looking for a customer-focused Product Support Engineer who is passionate about troubleshooting technical issues, supporting enterprise applications, and delivering an exceptional customer experience.

Responsibilities:

• Provide L0/L1 support for customer-reported issues.
• Analyse and troubleshoot application, configuration, and data-related problems.
• Investigate application logs, SQL data, and cloud-hosted services.
• Execute SQL queries for troubleshooting and data validation.
• Validate application configurations and deployment activities.
• Work with REST APIs and JSON payloads for issue analysis.
• Collaborate with Product, Engineering, QA, and Customer Success teams.
• Escalate complex technical issues with detailed analysis.
• Ensure adherence to SLAs and timely ticket resolution.
• Document solutions, troubleshooting steps, and known issues.
• Support production releases and deployment verification activities.

Requirements:

• 3-6 years of experience in application support, product support, or production support.
• Strong troubleshooting and analytical skills.
• Hands-on experience with Microsoft SQL Server and SQL queries.
• Understanding of web-based enterprise applications.
• Basic knowledge of REST APIs and JSON.
• Exposure to Azure cloud environments.
• Experience with ticketing tools such as Jira, Azure DevOps, ServiceNow, Zendesk, or similar platforms.
• Excellent communication and stakeholder management skills.

Good to Have:

• Experience supporting SaaS products.
• Exposure to Azure Services, Azure SQL, Application Insights, or Azure Monitor.
• Knowledge of Angular and. NET Core applications.
• Experience with Git, IIS, or deployment verification activities.
• Experience working in Agile/Scrum environments.