Product Support Engineer - Level 3

Meltwater; Hyderabad; Hybrid; INR 700,000 - 1,000,000; Full time

Job summary

Meltwater in Hyderabad is looking for a Product Support Engineer to provide technical assistance and support for effective utilization of their services. You'll dive deep into troubleshooting, manage escalations, and collaborate with teams to enhance product stability.

The ideal candidate has a Bachelor’s or Master’s degree in Technology or Engineering and 4–6 years of relevant experience. Join a dynamic environment that promotes mentorship and skills development.

Qualifications

• 4–6 years of relevant experience in technical/product support or a similar role.
• Proven ability to handle complex technical issues and work effectively in a cross-functional environment.
• Experience with ticketing systems such as Jira or similar platforms.

Responsibilities

• Provide advanced technical support for global customers.
• Act as the final escalation point for complex technical issues.
• Manage and troubleshoot a pipeline of tickets and escalations efficiently.

Skills

Technical troubleshooting

Analytical skills

Database knowledge

Unix/Linux fundamentals

AWS Services

APIs and integrations

Jira

Communication skills

Education

Bachelor’s or Master’s degree in Technology, Computing, or Engineering

Tools

MongoDB

MySQL

Jira

Intercom

Job description

Ready to dive deep into the realm of Product Support Engineer in Meltwater? We’re on the lookout for individuals like yourself to join our team and elevate our customer experience. When you come aboard, you will be responsible for providing technical assistance and supporting clients in utilizing our products and services effectively. Your strong technical skills and problem-solving abilities are crucial in delivering exceptional services to our clients.

Meltwater isn’t just about work; it’s a pathway to personal and professional evolution. Here, you’ll immerse yourself in an ecosystem that cultivates your skills, promotes mentorship, and advocates for inclusive leadership. Engage with experienced Product Support Engineers and accomplished leaders who stand ready to support you at every turn.

Join our dynamic community, where we celebrate your distinct contributions and empower you to realize your full potential.

What You’ll Do:

Collaborate with an international team to provide advanced technical support for our global portfolio of customers across various industries.

Act as the final escalation point for complex technical issues that cannot be resolved by L1/L2 teams.

Manage, prioritize, and troubleshoot a pipeline of tickets, application requests, escalations, and project activities efficiently.

Perform deep troubleshooting and root cause analysis (RCA) across systems, APIs, and integrations.

Analyze logs, API responses, and database queries to diagnose and resolve issues effectively.

Promptly respond to system-generated alerts and high-severity incidents related to platform failures.

Collaborate closely with Engineering, Product, and Data teams to identify bugs, drive resolutions, and improve product stability.

Participate in incident management, including severity handling, stakeholder communication, and post-incident reviews (postmortems).

Proactively engage with internal and external stakeholders to ensure the highest level of customer satisfaction.

Provide technical guidance and mentorship to L1 and L2 support engineers to enhance team capability.

Create and maintain technical documentation, runbooks, and troubleshooting guides to improve support efficiency.

Ensure clear, concise, and effective communication with customers, vendors, and internal stakeholders.

Administer and contribute to technical projects aimed at improving Meltwater applications, support workflows, tools, and efficiencies.

Drive and implement initiatives to enhance the client lifecycle, including solution design, stakeholder engagement, best practices documentation, and continuous feedback.

Enforce support case management best practices, ensuring SLA adherence and accurate updates within systems such as Jira.

What You’ll Bring:

Bachelor’s or Master’s degree in Technology, Computing, or Engineering (or equivalent experience).

4–6 years of relevant experience in technical/product support or a similar role.

Proven ability to handle complex technical issues and work effectively in a cross-functional environment.

Strong troubleshooting, analytical, investigation, and diagnostic skills.

Solid understanding of databases (MongoDB/NoSQL and/or MySQL/MSSQL) and ability to analyze queries.

Strong knowledge of Unix/Linux fundamentals, including log analysis and command-line troubleshooting.

Experience with AWS Services.

Familiarity with APIs, integrations, jQuery, and Regular Expressions (Regex).

Experience working with ticketing systems such as Jira, Intercom, or similar platforms.

Ability to prioritize effectively, manage multiple tasks, and drive outcomes in a fast-paced environment.

Excellent written and verbal communication skills in English.

Demonstrated ability to collaborate across teams and contribute to improving customer experience and operational efficiency.

Willingness to work in a hybrid model (minimum 3 days in office).

Flexibility to work in rotational shifts, including weekends and late shifts (typically once per quarter for a one-month period).

Ability to legally work in the country of hire.

Where You’ll Work:

Hyderabad

Our Story

At Meltwater, we believe that when you have the right people in the right environment, great things happen. Our best-in-class technology empowers our 27,000 customers around the world to make better business decisions through data. But we can’t do that without our global team of developers, innovators, problem-solvers, and high-performers who embrace challenges and find new solutions for our customers. Our award-winning global culture drives everything we do and creates an environment where our employees can make an impact, learn every day, feel a sense of belonging, and celebrate each other’s successes along the way. We are innovators at the core who see the potential in people, ideas and technologies. Together, we challenge ourselves to go big, be bold, and build best-in-class solutions for our customers. We’re proud of our diverse team of 2,500+ employees in 50 locations across 25 countries around the world. No matter where you are, you’ll work with people who care about your success and get the support you need to unlock new heights in your career.

We are Meltwater. Inspired by innovation, powered by people.

Equal Employment Opportunity Statement

Meltwater is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: At Meltwater, we are dedicated to fostering an inclusive and diverse workplace where every employee feels valued, respected, and empowered. We are committed to the principle of equal employment opportunity and strive to provide a work environment that is free from discrimination and harassment. All employment decisions at Meltwater are made based on business needs, job requirements, and individual qualifications, without regard to race, color, religion or belief, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, marital status, veteran status, or any other status protected by the applicable laws and regulations. Meltwater does not tolerate discrimination or harassment of any kind, and we actively promote a culture of respect, fairness, and inclusivity. We encourage applicants of all backgrounds, experiences, and abilities to apply and join us in our mission to drive innovation and make a positive impact in the world.