Product Support Engineer

This role is for one of the Weekday's clients

Salary range: Rs 2000000 - Rs 2750000 (ie INR 20 - 27.5 LPA)

Min Experience: 5 years

Location: Hyderabad

JobType: full-time

We are seeking a highly motivated and customer-focused Product Support Engineer to join our growing team. In this role, you will act as a critical bridge between customers, engineering, and product teams, ensuring seamless issue resolution and an exceptional user experience. You will be responsible for diagnosing complex technical issues, providing timely solutions, and contributing to the continuous improvement of our product offerings. The ideal candidate has strong expertise in AWS environments and hands-on experience in product support operations.

Key Responsibilities:

• Provide advanced technical support for cloud-based products hosted on AWS, ensuring high availability and performance.
• Troubleshoot, analyze, and resolve customer-reported issues across application, infrastructure, and integration layers.
• Collaborate closely with engineering and product teams to escalate and resolve complex bugs and system issues.
• Monitor system performance, logs, and alerts using AWS tools and third-party monitoring solutions.
• Maintain clear and consistent communication with stakeholders regarding issue status, resolution timelines, and root cause analysis.
• Develop and maintain support documentation, knowledge base articles, and troubleshooting guides.
• Drive continuous improvement by identifying recurring issues and suggesting product or process enhancements.
• Participate in on-call rotations to ensure 24/7 system reliability and support coverage.
• Assist in deployment validation, release support, and post-release monitoring activities.
• Provide training and guidance to junior support engineers and cross-functional teams.

Must-Have Skills:

• Strong hands-on experience with AWS services such as EC2, S3, RDS, Lambda, CloudWatch, and VPC.
• Proven experience in Product Support or Application Support roles handling enterprise-grade applications.
• Expertise in debugging, log analysis, and performance tuning in distributed systems.
• Solid understanding of incident management, SLA adherence, and ticketing systems (e.g., Jira, ServiceNow).
• Strong analytical and problem-solving skills with the ability to handle high-pressure situations.
• Excellent verbal and written communication skills with a customer-first mindset.

Good-to-Have Skills:

• Working knowledge of programming languages such as Java, Python, or Node.js.
• Familiarity with REST APIs, microservices architecture, and containerization technologies (e.g., Docker, Kubernetes).
• Experience with CI/CD pipelines and DevOps practices.
• Exposure to database systems (SQL/NoSQL) and query optimization.
• Understanding of security best practices in cloud environments.

Qualifications:

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• 5 to 12 years of relevant experience in product/application support roles.