Group Senior Product Support Engineer

KEY ACCOUNTABILITIES:

• They act as a subject matter expert in operational and engineering excellence practices providing guidance and strategic solutions to the support and development teams that directly improve system reliability, performance, scalability, and customer experience.
• They identify system and process gaps, and implement Tools and Automations that save manual efforts, provide self-serve capabilities to users and eliminate recurring work to both tech teams and customers.
• They are experts at disambiguating complex customer problems and translate them into technical solutions.
• They partner with development teams to support software products/services while developing deep product and customer knowledge.
• They lead incident calls prioritizing issue resolution for the customer and drive Incident post-mortems and drive process/service improvements through operational excellence practices.
• They work with customers/users to resolve the tickets/incidents within the SLA and act as a technology spokesperson for their domain.
• They are capable of writing detailed documentation (PRFAQs, new initiatives), Creating and driving detailed planning and schedule activities for one or more org level projects.
• They participate in the hiring process and mentor junior team members across domain and skillset

JOB CONTEXT:

• This Engineer will operate within a dynamic software development environment where multiple products and services require continuous operational support and improvement. This role exists at the intersection of development, operations, and customer support, serving as a critical link between engineering teams and end users.
• In today's fast-paced technology landscape, organizations face increasing pressure to deliver reliable, scalable software while maintaining high code quality and operational efficiency. This role will address this challenge by implementing systematic approaches to software hygiene, reducing technical debt, and establishing sustainable operational practices.
• This position typically supports cross-functional teams working on complex, distributed systems that serve diverse customer bases with varying technical requirements and service level expectations. The role requires navigating between immediate operational needs—such as incident response and customer issue resolution—and long-term strategic initiatives focused on automation, process standardization, and system optimization.

This Engineer must balance competing priorities including feature development support, system reliability, customer satisfaction, and continuous improvement initiatives. Success in this role directly impacts product quality, team productivity, customer experience, and the organization's ability to scale its software offerings effectively while maintaining operational excellence standards

How are the engineers in this team different from SDEs?

They are skilled in one or more programming languages (Python, Java, Perl, etc.). They understand data structures, but don’t have to be as strong as SDEs. For example, they understand and can implement Arrays, linked lists, queues, but not necessarily Trees or Graphs. SDEs typically develop core software products for business and solve problems with significant algorithmic complexity or Big-O performance optimizations, while the engineers in this team will implement solutions to improve system resilience and build automations to address common problems faced across multiple teams. (eg. Build an automation that implements security patch across services owned by multiple teams) which doesn’t need to be optimal but does the work effectively and error free.

QUALIFICATIONS, EXPERIENCE AND SKILLS:

• A bachelor’s degree in computer science or related field, 8+ years of experience in software development, support engineering, or DevOps roles.
• Expert in supporting production software systems and resolving complex technical issues
• Expert programming skills in Python, Perl, Java or other OOPs languages
• Strong in designing and implementing automation tools, monitoring solutions, and operational processes
• Expert in working with cross-functional teams and interfacing directly with customers or end users.
• Experience with agile development methodologies and continuous integration/continuous deployment (CI/CD) practices
• Experience in improving system reliability, performance, and operational efficiency
• Good knowledge of Networking and Linux fundamental
• DB and SQL understanding
• Expert in distributed systems and microservices-based architecture
• Experience with cloud platforms
• Excellent problem-solving and analytical thinking abilities
• Expert documentation and knowledge-sharing skills

Collaborative approach to working with diverse teams and stakeholders