Production Support Engineer - Chennai, India - SurveySparrow
Description
Are you passionate about ensuring a seamless product experience and possess a
strong technical background? Do you thrive in fast-paced environments and enjoy collaborating
across teams? Get to be a part of a thriving, innovative team, where your ability to monitor,
analyze and address issues will make a difference. Take a thorough look at the job description
and reach out to us if you believe you would be an excellent fit.
Responsibilities:
● Playing a pivotal role in supporting our products and ensuring their optimal performance.
● Leading a team of support engineers, overseeing their efforts to resolve technical issues
and improve product reliability.
● Collaborating with the respective product team to understand feature functionality and
provide technical support during development and launch phases.
● Mentoring and assisting junior support engineers, fostering a culture of continuous
learning and development within the team.
● Install, configure, and support applications, database systems, and other software at
customer sites, ensuring smooth implementation and operation.
● Being on-call rotations to immediately address potential issues or disruptions.
● Offering troubleshooting assistance to customers and support personnel, leveraging your
technical expertise to resolve issues efficiently.
● Providing Tier 2 support to address technical issues and inquiries from customers,
escalating complex issues to the appropriate teams when necessary.
● Continuously monitoring application health and performance through various tools and
dashboards. Identifying, diagnosing, and escalating critical issues to the SRE team in a
timely manner to ensure maximum uptime and performance.
● Escalating complex problems to the relevant product teams and ensuring these issues
are resolved in a timely and effective manner.
● Maintaining comprehensive documentation of issues, actions, and resolutions to assist in
future problem-solving.
● Providing timely and effective support to our customers, responding to inquiries and
incidents through various channels, including email, chat, and ticketing systems.
● Collaborating with product engineering teams to understand customer problems and
communicate feedback effectively, contributing to the improvement of existing products
and the development of new ones.
● Stay updated with the latest product enhancements and features, facilitating knowledge
transfer within the support team and ensuring readiness to assist customers effectively.
● Prepare and maintain service documentation such as technical bulletins, troubleshooting
guides, and service manuals to assist support personnel and customers.
Requirements:
● 3-6 years of experience in product support or a related technical field.
● In-depth knowledge of application monitoring tools and methodologies.
● Exceptional communication and collaboration skills to effectively interact with various
teams (developers, SRE, product teams & stakeholders).
● Familiarity with incident management and ticketing systems, such as JIRA or Zendesk.
● Experience with scripting languages (e.g., Python, Bash) and automation tools is a plus.
● Willingness to participate in on-call rotations and work flexible hours as needed to
address critical incidents and support business needs.
Desired Skill(s):
● Knowledge of cloud computing platforms (e.g., AWS, Azure)
● Technical support or operations roles, preferably in a SaaS environment.
● Experience with technical documentation and knowledge base creation is a plus.
● Experience in monitoring and maintaining large scale systems.
● Experience with monitoring and logging tools, like Prometheus, Grafana, and ELK Stack.
● Experience in Dev support is highly beneficial.