Live opening · Posted 2 days ago
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Description supplied by the original job listing.
We are looking for a Software Support Engineer to join our Product Support team. In this role, you will be responsible for troubleshooting production issues, supporting enterprise applications, analysing system behaviour, and ensuring timely resolution of customer-reported incidents. You will collaborate closely with Engineering, Product, and Customer Success teams to deliver high-quality technical support.
Responsibilities:
Troubleshoot and resolve application, system, and database-related issues.
Analyse production incidents using logs, SQL queries, and debugging techniques.
Perform root cause analysis (RCA) and recommend preventive solutions.
Support application deployments, configuration changes, and production validation activities.
Investigate API-related issues and assist with integration troubleshooting.
Collaborate with Engineering and Product teams to resolve software defects.
Monitor application health and ensure timely incident resolution.
Document troubleshooting steps, known issues, and support procedures.
Provide regular updates to internal stakeholders and customers.
Participate in rotational shifts to support production environments.
Requirements:
2-5 years of experience in Application Support, Software Support, Production Support, or Technical Support.
Strong knowledge of Linux/Unix operating systems.
Good hands-on experience with SQL and database troubleshooting.
Basic scripting experience in Python or Shell.
Experience with REST APIs, Postman, and API troubleshooting.
Strong debugging, analytical, and problem-solving skills.
Excellent communication and stakeholder management skills.
Ability to work effectively in a fast-paced production support environment.
Preferred Skills:
Experience with monitoring and log analysis tools such as ELK, Kibana, Splunk, Grafana, or Prometheus.
Exposure to AWS, Azure, or GCP cloud platforms.
Knowledge of microservices architecture and distributed systems.
Experience supporting enterprise SaaS or product-based applications.
Familiarity with warehouse management, logistics, or supply chain applications is a plus.
Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.
Experience
2-5 yrs
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