Product Support Engineer | Global

Fynd (Shopsense Retail Technologies Ltd.); Mumbai; On-site; INR 420,000 - 750,000; Full time

Benefits offered by this job

Mediclaim policy

Office five days a week

Job summary

Fynd (Shopsense Retail Technologies Ltd.) is seeking a Product Support Engineer to become a technical voice for customers, diagnose issues, and collaborate with product and engineering teams. You will drive troubleshooting, build a knowledge base, and leverage AI copilots to accelerate resolutions.

The role requires 1+ year of core experience, familiarity with ETL/data warehousing, and strong SQL/NoSQL skills.

Qualifications

• 1+ year of experience as Product Support Engineer.
• Experience supporting ETL or data warehousing preferred.
• Strong SQL and No-SQL querying for debugging.
• Unix and databases concepts understanding.
• Experience with REST APIs and Postman.
• Ability to derive solutions and implement them.
• Familiarity with AI/LLM tools for productivity.

Responsibilities

• Be a subject matter expert of product.
• Document troubleshooting steps and build an AI-searchable knowledge base.
• Monitor alerting channels, diagnose problems and perform low-mid complexity code fixes.
• Use AI copilots to speed up log analysis and root-cause investigation.
• Take ownership of technical issues and collaborate with developers.
• Work with product and developers to enhance product quality.
• Advocate for customer needs and be the technical voice of the customer.
• Resolve escalated complaints without team lead intervention.
• Address urgent issues quickly and meet customer SLAs.
• Train customers for onboarding and ongoing usage.
• Automate scripts for reporting and maintenance; build anomaly detectors.
• Experiment with AI-assisted workflows to reduce resolution time.
• Develop smaller features/enhancements in existing products.
• Research production issues and identify underlying sources.
• Collaborate with business to resolve day-to-day queries.
• Perform daily health checks and ensure infrastructure reliability.
• Develop monitoring to identify issues before they occur.
• Work with Product to improve usability and internal ops using AI.

Skills

Product support

Troubleshooting

AI/LLM tools

REST APIs

SQL/NoSQL

Unix basics

AWS

Docker

Kubernetes

Data warehousing ETL

Customer success processes

Fast response

Tools

Postman

APIs testing

AWS

Docker

Kubernetes

Job description

Fynd is a frontier technology company. We started at the intersection of technology and retail because that is where technology was the least available. Over the years, we became one of India’s largest retail technology platforms. But retail was the entry point, not the boundary.

Today, Fynd builds intelligent software that runs business operations. Not tools that help people work faster, but systems that absorb entire functions: manufacturing, marketing, logistics, commerce, quality control. We sit inside our customers’ businesses, harvest deep domain context, and build AI systems that operate autonomously. We are expanding from retail into manufacturing, generative media, physical AI, and healthcare.

What You'll Do

• Be a subject matter expert of product
• Document troubleshooting and problem resolution steps — including building an AI-searchable knowledge base so common issues can be resolved faster (by humans or bots)
• Monitor alerting channels, analyze problems, diagnose and do occasional code fixes with low to medium complexity
• Use AI copilots/LLM tools (e.g. Claude, ChatGPT) to speed up log analysis, root-cause investigation, and drafting fixes
• Taking ownership of technical issues and working closely with developers to resolve more complicated problems
• Work closely with product and developers to enhance the quality of existing products
• Advocate internally for customer needs—be the technical voice of the customer
• Resolve escalated customer complaints without the need for team lead intervention
• Address urgent issues quickly, work within and measure against customer SLAs
• Train and coach customers to a successful onboarding process and ongoing usage
• Automate scripts/tasks for reporting and maintenance; build anomaly detectors and alerting wherever applicable — including exploring AI/ML-based anomaly detection for proactive issue identification
• Experiment with and help implement AI-assisted support workflows (auto-triage, ticket summarisation, suggested responses) to reduce resolution time
• Develop smaller complexity features/enhancements in existing products
• Perform in-depth research and identify sources of production issues surrounding the application
• Work closely with business in managing day-to-day issues, and resolve user queries
• Perform daily health checks of the application, job schedules and infrastructure supporting the application
• Develop and facilitate monitoring systems to identify issues before they happen
• Work backward with the Product team to improve the product as per feedback/issues — and flag opportunities where AI could improve product usability, support, or internal ops

Some specific Requirements

• 1+ yr of experience as Product Support Engineer
• Experience in providing support for ETL or data warehousing is preferred
• Good understanding of Unix and Databases concepts
• Experience working with SQL and No-SQL databases and writing simple queries to debug issues
• Being able to creatively come up with solutions for various problems and implement them
• Experience working with REST APIs and debugging requests/responses using tools like Postman
• Quick troubleshooting and diagnosing skills
• Knowledge of customer success processes
• High availability for fast response to customers
• Language knowledge required in one of NodeJs, Python, Java
• Hands-on familiarity with AI/LLM tools for productivity — prompting effectively for debugging, documentation, or code review is a strong plus
• Basic understanding of how AI/ML models work (e.g. what makes a good anomaly detector, how LLM-based chatbots handle intent) is a bonus, even without hands-on ML experience
• Background in AWS, Docker, Kubernetes, Networking — an advantage
• Experience in SAAS B2B software companies — an advantage
• Ability to join the dots around multiple events occurring concurrently and spot patterns

Growth

At Fynd, growth is limitless. We nurture a culture that encourages innovation, embraces challenges, and supports continuous learning. As we expand into new product lines and global markets, we’re seeking talented individuals eager to grow with us.

We believe in empowering our people to take ownership, lead with confidence, and shape their careers.

• Flex University: Access in-house learning sessions and workshops designed to enhance your professional and personal growth.
• Learning Wallet: Enrol in external courses or certifications to upskill—we’ll reimburse the costs to support your development.

Culture

We believe in building strong teams and lasting connections.

• Regular community engagement and team-building activities
• Biannual events to celebrate achievements, foster collaboration, and strengthen our workplace culture

Your well-being is our priority. Comprehensive Mediclaim policy for you, your spouse, children, and parents

We thrive on collaboration and creativity. Our teams work from the office five days a week to encourage open communication, teamwork, and innovation.

Join us to be part of a dynamic environment where your ideas make an impact!