Product Support Engineer | Global

Fynd; Mumbai; On-site; INR 900,000 - 1,200,000; Full time

Benefits offered by this job

Learning Wallet

Job summary

Fynd is hiring a Product Support Engineer in Mumbai to act as the technical voice of the customer. You will document troubleshooting steps, monitor alerts, diagnose issues, and perform occasional code fixes with low to medium complexity.

You will leverage AI copilots to speed up debugging and collaborate with product and engineering to improve existing products. The role requires hands-on experience with SaaS BI/B2B software, SQL/NoSQL, REST APIs, and container tech (AWS, Docker, Kubernetes).

Qualifications

• Demonstrated ability to troubleshoot quickly and diagnose issues.
• Strong understanding of SQL/No-SQL databases and ability to write simple queries to debug issues.
• Experience with REST APIs and debugging requests/responses using tools like Postman.
• Hands-on familiarity with AI/LLM tools for productivity and debugging is a strong plus.
• Basic understanding of AWS, Docker, Kubernetes, and Networking is an advantage.

Responsibilities

• Be a subject matter expert of product.
• Document troubleshooting and problem resolution steps including building an AI-searchable knowledge base.
• Monitor alerting channels, analyze problems, diagnose and perform low to medium complexity code fixes.
• Use AI copilots/LLM tools to speed up log analysis, root-cause investigation, and drafting fixes.
• Take ownership of technical issues and collaborate with developers to resolve more complex problems.
• Work with product and developers to enhance the quality of existing products.
• Advocate for customer needs and be the technical voice of the customer.
• Resolve escalated customer complaints with minimal supervision.
• Address urgent issues quickly and meet customer SLAs.
• Train and coach customers for onboarding and ongoing usage.
• Automate scripts/tasks for reporting; build anomaly detectors and alerting; explore AI-based anomaly detection.
• Experiment with AI-assisted support workflows to reduce resolution time.
• Develop smaller enhancements in existing products.
• Perform in-depth research to identify sources of production issues.
• Coordinate with business teams to manage day-to-day issues and user queries.
• Perform daily health checks of the application, job schedules and infrastructure.
• Develop and maintain monitoring systems to identify issues before they happen.
• Collaborate with Product to improve the product per feedback and explore AI usability opportunities.

Skills

Troubleshooting

SQL querying

REST API debugging

AI/LLM familiarity

Unix knowledge

Tools

Postman

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
• Experience in document creation
• 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.

• 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

Wellness

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

Work Environment

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!