Product Support Engineer II

**This is a hybrid position that requires 2 days per week in office at our Bangalore location**

In this role, you will provide reliable, customer-focused application support for Syndigo SaaS products in a global 24x7 environment. You will own incidents and service requests, troubleshoot application issues, meet SLAs, communicate with customers and internal teams, and contribute to continuous improvement. The role can support either L1 or L2 responsibilities based on your experience and technical depth.

HOW WE’LL BE WINNING TOGETHER DAY TO DAY

• Own assigned incidents and service requests from acknowledgement through resolution or controlled escalation.
• Provide application and configuration support for Syndigo SaaS products while meeting response, update, and resolution SLAs.
• Communicate clearly with customers and internal stakeholders, including impact, progress, workarounds, next steps, and closure confirmation.
• Troubleshoot application behavior using logs, monitoring data, API traces, configuration reviews, data validation, and controlled testing in lower environments.
• Resolve known and repeatable issues, fulfil standard requests, and apply approved workarounds or configuration changes.
• Investigate complex and non-standard issues, reproduce defects, validate fixes, and coordinate safe remediation or changes.
• Escalate issues with complete technical evidence, including business impact, troubleshooting performed, logs, timestamps, and reproduction details.
• Collaborate with SRE, Engineering, Product, QA, Cloud Operations, Professional Services, and customer-facing teams to resolve technical issues.
• Support major incidents by following established incident-management processes and contributing to service restoration.
• Identify recurring issues and contribute to root-cause analysis, corrective actions, known-error documentation, and problem prevention.
• Document troubleshooting steps, resolutions, workarounds, and reusable knowledge articles.
• Participate in shift handovers, operational reviews, ticket-quality checks, and continuous-improvement activities.
• For L2 responsibilities, take ownership of complex technical escalations and perform deeper analysis across applications, APIs, data, configurations, integrations, and infrastructure dependencies.
• For L2 responsibilities, provide technical guidance to L1 engineers, improve runbooks, and identify opportunities for automation and monitoring.

WE SHOULD TALK IF THIS SOUNDS LIKE