Product Support Engineer

• 3+ years of experience in Product Support, Application Support, Technical Operations, or Software/Product Engineering roles.


• Minimum 2 years of hands-on experience managing incidents in a production SaaS environment.


• Experience coordinating software releases, deployments, and change management activities.


• Exposure to Benefits Administration, HR Technology, Insurance Platforms, or Personalization solutions is an added advantage.


• Willingness to work overlapping hours with the US Central Time zone (at least until Noon CT).


• Availability to participate in on-call rotations and provide incident/release management support during weekends and after business hours.

Technical Skills

• Hands-on experience with ITSM tools such as ServiceNow, Jira Service Management, Azure DevOps (ADO), or similar platforms.


• Strong SQL skills with the ability to query, analyze, and troubleshoot production data issues.


• Experience with monitoring and log analysis tools such as Splunk, Datadog, Kibana, AppDynamics, or similar observability platforms.


• Good understanding of REST APIs and experience troubleshooting integration and application issues.


• Familiarity with CI/CD pipelines and release management tools such as Jenkins, GitHub Actions, Azure DevOps, or equivalent platforms.

Core Competencies & Behavioral Skills

• Ability to remain calm, organized, and decisive while managing high-priority production incidents.


• Excellent verbal and written communication skills, with the ability to communicate effectively with both technical and business stakeholders.


• Strong analytical and problem-solving mindset with attention to detail.


• Proactive approach to documentation, knowledge sharing, and continuous process improvement.


• Collaborative team player with a focus on identifying and mitigating risks before they impact customers.

Preferred Certifications

• ITIL v4 Foundation Certification (or willingness to obtain within six months of joining).


• AWS Cloud Practitioner or equivalent cloud certification.


• SAFe, PMP, or other project/program management certifications are desirable.


• CompTIA, HDI, or related support and operations certifications are a plus.

Key Success Metrics

• P1/P2 incidents are resolved within agreed SLAs with timely and effective stakeholder communication.


• Post-incident reviews (PIRs) are completed within five business days, with corrective actions tracked through closure.


• Releases are executed successfully with minimal disruption and no avoidable rollbacks.


• Reduction in recurring incidents through effective root cause analysis and preventive actions.


• Recognition by clients and internal stakeholders as a dependable and trusted partner during critical incidents and production events.