Product & Technical Support Engineer - L1/ L2

Role & responsibilities

Application Support

• Work in a rotational shift schedule of 9 hours per day, 5 days per week, supporting 247365 operations.
• Work onsite from the clients office in Navi Mumbai as required for this role.
• Monitor, manage and respond to customer queries, incidents and service requests through the designated case management tool.
• Support customers during User Acceptance Testing (UAT), configuration setup, transaction processing and other product-related activities.
• Troubleshoot and resolve issues using established SOPs, product knowledge, technical understanding and business process knowledge, escalating complex issues to the appropriate teams when required.

• Communicate clearly and professionally with customers, both verbally and in writing, ensuring that issues, actions and resolutions are effectively communicated.

• Follow established incident management processes, workflows, escalation procedures and SLAs.
• Investigate and resolve application-related incidents and defects affecting critical business systems.
• Review and analyse application and infrastructure logs to identify root causes and support issue resolution.
• Review, maintain and update SOPs, knowledge articles and relevant technical/product documentation.
• Support ad-hoc projects, operational activities and other assignments as required.

Infrastructure Support

• Monitor and support application and infrastructure environments, including Kubernetes, Linux servers, application services, scheduled jobs, queues and related components.
• Perform operational activities including service restarts, log analysis, CPU and memory utilization checks, environment health checks, and application/infrastructure performance monitoring.
• Support production deployments, application releases, infrastructure changes and patch upgrades in coordination with remote SRE and DevOps teams.
• Support VPN, SFTP and network connectivity-related issues, coordinating with relevant Client teams for resolution where required.

Qualifications

• Experience: 24 years of experience in a product support, technical support or customer-facing technical role.

• Technical Skills: Basic understanding of Java or similar programming languages, RDBMS concepts, SQL queries, and Linux/Unix commands. • Working or operational knowledge of cloud platforms, preferably AWS. • Basic understanding of application and infrastructure troubleshooting would be preferred.

Soft Skills

• Excellent customer service and interpersonal skills, with a strong focus on delivering a positive and professional customer experience.

• Strong written and verbal communication skills, with the ability to explain product and technical concepts clearly and concisely.

• Strong analytical and problem-solving skills, with the ability to troubleshoot technical issues and identify appropriate solutions.

• Familiarity with Supply Chain Finance (SCF) products, workflows and business processes would be an added advantage.

• Prior experience in a customer-facing product or technical support role is preferred.