Product Support Engineer

SourcingXPress; Surat; On-site; INR 500,000 - 800,000; Full time

Job summary

SourcingXPress is seeking a Product Support Engineer based in Surat, Gujarat. The role involves troubleshooting complex technical issues, analyzing system behavior, and ensuring excellent customer support. Candidates must have a BE/BTech in CS/IT and 1-2 years of experience in technical support.

Key responsibilities include monitoring production systems, collaborating with engineering teams, and maintaining troubleshooting documentation. Ideal candidates should be proficient in Python, have good knowledge of backend systems, and possess strong analytical and communication skills.

Qualifications

• 1 to 2 years of experience in Technical Support or a related role.
• Good understanding of backend systems and infrastructure fundamentals.
• Experience with monitoring and observability tools.

Responsibilities

• Monitor production systems and proactively identify service issues.
• Analyze application and service logs to troubleshoot incidents.
• Collaborate with teams to ensure high service reliability.

Skills

Technical Support

Backend Systems Knowledge

Python

JavaScript

Monitoring Tools

Problem Solving

Communication Skills

Analytical Thinking

Education

BE/BTech in CS/IT

Tools

Linux

Scripting Tools

Job description

About The Role

We are looking for a Product Support Engineer who is passionate about troubleshooting complex technical issues, analyzing system behavior, and delivering excellent customer support. The ideal candidate should have a strong foundation in backend infrastructure, working knowledge of Python, and the ability to investigate production issues using monitoring and logging tools to identify root causes.

Location: Surat, GJ (Onsite)

Education: BE/BTech in CS/IT

Experience: 1-2 Years

Key Responsibilities

• Monitor production systems and proactively identify service issues.
• Analyze application, infrastructure, and service logs to troubleshoot incidents.
• Perform root cause analysis (RCA) and work with engineering teams to drive issue resolution.
• Investigate customer-reported issues and provide timely updates and resolutions.
• Collaborate with Product, Engineering, and Customer Success teams to ensure high service reliability.
• Create and maintain troubleshooting guides, runbooks, and incident documentation.
• Track recurring issues and recommend improvements to enhance system stability.
• Support deployment validation and post-release monitoring activities.

Must-Have Skills

• 1 to 2 years of experience in Technical Support, Product Support, Site Reliability, or a related role.
• Good understanding of backend systems and infrastructure fundamentals.
• Working knowledge of Python & Javascript for debugging, log analysis, automation, or scripting tasks.
• Experience with monitoring and observability tools.
• Strong ability to analyze logs, trace issues across systems, and determine root causes.
• Basic understanding of APIs, microservices, databases, and cloud environments.
• Familiarity with Linux environments and command-line troubleshooting.

Soft Skills

• Strong communication and stakeholder management skills.
• Excellent problem-solving and analytical thinking abilities.
• Ability to clearly communicate technical findings to both technical and non-technical audiences.
• Ownership mindset with a customer-first approach.

Good-to-Have Skills

• Understanding of real-time communication systems (WebRTC, SIP, VoIP, streaming technologies, etc.).
• Exposure to Voice AI agents, conversational AI agents, or speech technologies.
• Basic knowledge of cloud platforms such as AWS, GCP, or Azure.
• Experience handling production incidents in a SaaS environment.