Product Support Engineer 2

Graph AI; Hyderabad; On-site; INR 900,000 - 1,400,000; Full time

Job summary

Graph AI in India seeks an Advanced Product Support professional to own complex customer issues end-to-end. You will lead troubleshooting calls, perform root cause analysis using logs and data, and collaborate with Product, Engineering, QA, Infrastructure, and Customer Success teams.

The role emphasizes reliability, release planning, patch management, and continuous automation. You will mentor L1 engineers and support multiple geographies with rotational shifts to ensure swift service

Qualifications

• 4+ years of experience supporting enterprise software or SaaS products.
• Strong troubleshooting and data analysis skills.
• Excellent communication and customer engagement capabilities.
• Experience analyzing issues using logs, reports, and application data.

Responsibilities

• Investigate and resolve complex customer issues and critical incidents.
• Lead customer troubleshooting calls, workshops, and incident reviews.
• Perform root cause analysis using logs, diagnostics, workflows, reports, and data.
• Provide technical and functional guidance to customers and internal teams.
• Mentor L1 engineers and contribute to team development.
• Participate in release management, deployment planning, and post-release monitoring.
• Coordinate patch management activities and customer communications.
• Monitor service health and operational performance.
• Support automation and workflow improvements.

Skills

Troubleshooting

Data analysis

Excel

Customer communication

Automation scripting

Tools

Python

PowerShell

JavaScript

Power Automate

Job description

Advanced product support role focused on deep troubleshooting, customer ownership, operational excellence, and product expertise. Expected to understand the platform end-to- end and actively drive customer issues through resolution while partnering closely with Product, Engineering, QA, Infrastructure, and Customer Success teams.

The candidate will have responsibilities across the following functions:

Advanced Product Support and Customer Ownership:

• Investigate and resolve complex customer issues and critical incidents.
• Lead customer troubleshooting calls, workshops, and incident reviews.
• Perform root cause analysis using logs, diagnostics, workflows, reports, and data analysis.
• Provide technical and functional guidance to customers and internal teams.
• Mentor L1 engineers and contribute to team development.

Operational Excellence and Reliability:

• Participate in release management, release validation, deployment planning, and post- release monitoring.
• Coordinate patch management activities and customer communications.
• Monitor site reliability indicators, service health, and operational performance.
• Participate in major incident response, disaster recovery drills, and business continuity exercises.
• Identify trends and recommend improvements to reliability, observability, and customer experience.

Automation and Continuous Improvement:

• Leverage scripting, automation, AI-assisted tools, and workflow optimisation techniques.
• Identify repetitive processes and drive operational efficiencies.
• Contribute to support analytics, knowledge management, and process improvements.

Global Support Coverage and Shift Flexibility:

• Participate in rotational shifts, on-call schedules, and critical incident coverage when required.
• Support customers across multiple geographies and time zones.
• Provide support during releases, maintenance windows, upgrades, and service restoration activities.

Requirements:

• 4+ years supporting enterprise software or SaaS products.
• Strong troubleshooting, data analysis, and analytical problem-solving skills.
• Ability to analyse issues using Excel, reports, application data, logs, integrations, and support tools.
• Excellent communication, presentation, and customer engagement capabilities.
• Experience managing high-priority customer situations.
• 4-8 years (indicative only).
• Skills, product aptitude, customer communication, and problem- solving ability are prioritised over tenure.
• Outstanding customer communication and presentation skills.
• Deep analytical and troubleshooting capabilities.
• Strong ownership and accountability.
• Ability to manage critical customer situations calmly and professionally.
• Automation and continuous improvement mindset.
• Passion for learning product and domain knowledge.

Preferred Skills:

• Pharmacovigilance, Drug Safety, Clinical, Healthcare, or Life Sciences experience.
• Automation, scripting, or software development experience (Python, PowerShell, JavaScript, Power Automate, AI-assisted workflows, etc. ).
• Experience with site reliability monitoring, observability, and production operations.
• Cloud platform exposure (AWS, Azure, GCP).
• Additional foreign language proficiency.

Success Measures:

• Customer Satisfaction (CSAT).
• Mean Time to Resolution (MTTR).
• Root cause analysis and issue resolution quality.
• Critical incident and escalation management.
• Automation and process improvement contributions.
• Cross-functional collaboration and product expertise.