Lead Product Support Engineer

Jobtailor; Bengaluru; On-site; INR 800,000 - 1,200,000; Full time

Job summary

Jobtailor in Bengaluru, India seeks a technically adept customer-facing engineer to investigate complex issues across code, APIs, and distributed systems. You will read traces, reproduce failures, and collaborate with customers to understand their agent-based workflows, while escalating to engineering with precise steps.

You will build tooling and documentation to form a growing knowledge base, guiding customers through deep technical dives and implementation guides.

Qualifications

• Experience in technical work spanning systems thinking, customer communication, and operational judgment.
• Ability to read, understand, trace, and explain code.
• Comfort with APIs, logs, distributed systems, and debugging ambiguous issues.
• Working knowledge of how LLMs work, their strengths, and predictable failure modes.
• Ability to distinguish hallucinations, prompt issues, temperature problems, and knowledge cutoff problems.

Responsibilities

• Investigate customer issues involving code, APIs, logs, and deployed systems.
• Read API traces, follow execution paths through workflows, and identify breakdowns.
• Work with customers to understand what they are building with agents.
• Escalate issues to engineering with precise reproduction steps, data, and context.
• Build tooling and documentation, evolving it into a knowledge base.
• Help customers achieve value through technical deep dives, implementation guides, and prompt restructuring.
• Feed recurring customer problems and product gaps back to the team.
• Diagnose integration failures, unexpected agent behavior, and workflow scaling issues.
• Define technical support practices for an early-stage agentic AI company.

Skills

Code Tracing

Systems Thinking

Debugging

Python Programming

Observability Tools

Education

Bachelor's degree in CS/Engineering

Tools

APM Tools

Observability Tools

Distributed Systems

Job description

• Investigate customer issues involving code, APIs, logs, and deployed systems
• Read API traces, follow execution paths through workflows, and identify breakdowns
• Work with customers to understand what they are building with agents
• Escalate issues to engineering with precise reproduction steps, data, and context
• Build tooling and documentation, evolving it into a knowledge base
• Help customers achieve value through technical deep dives, implementation guides, and prompt restructuring
• Feed recurring customer problems and product gaps back to the team
• Diagnose integration failures, unexpected agent behavior, and workflow scaling issues
• Define technical support practices for an early-stage agentic AI company

Requirements

• Experience in technical work spanning systems thinking, customer communication, and operational judgment
• Ability to read, understand, trace, and explain code
• Comfort with APIs, logs, distributed systems, and debugging ambiguous issues
• Working knowledge of how LLMs work, their strengths, and predictable failure modes
• Ability to distinguish hallucinations, prompt issues, temperature problems, and knowledge cutoff problems
• Ability to communicate with both technical founders and business operations professionals without oversimplifying or overusing jargon
• Comfort with ambiguity and independently proposing solutions or challenging assumptions
• Customer-focused approach aimed at customer success rather than simply closing tickets
• Ability to work asynchronously and independently across customer schedules, systems, and time zones
• Prior customer-facing technical experience at an early-stage company is a strong plus
• Python or a similar programming language is a strong plus
• Experience with observability tooling, APMs, or infrastructure debugging is a strong plus
• Experience building or shipping an LLM-based product is a strong plus
• Familiarity with financial services or enterprise operations is a strong plus

Core Competencies

Demonstrates expertise in diagnosing customer issues related to code, APIs, and systems, while effectively communicating technical concepts to both technical and non-technical stakeholders. Proficient in building documentation and tooling to enhance customer success and operational efficiency.

Highest-signal resume keywords

• Technical Support Practices
• API Understanding
• Python Programming
• Observability Tooling
• Customer-Facing Technical Experience

ATS Optimization Keywords

Hard Skills

• Code Tracing
• Systems Thinking
• Debugging
• Integration Diagnosis
• LLM Knowledge
• Technical Documentation
• Workflow Analysis
• Customer Issue Investigation
• Operational Judgment
• Ambiguity Management

Soft Skills

• Customer-Focused Approach
• Effective Communication
• Independent Problem Solving
• Asynchronous Collaboration
• Adaptability

Industry Keywords

• Financial Services
• Enterprise Operations
• Early-Stage Company

Tools & Technologies

• APM Tools
• Observability Tools
• Distributed Systems
• Agentic AI Systems