Product & Technical Support Engineer - L1/ L2

Credable; Navi Mumbai; On-site; INR 600,000 - 1,000,000; Full time

Job summary

Credable in Navi Mumbai invites applications for an Application and Infrastructure Support role. You will work a rotating 9-hour shift in a 5-day week, onsite at the client’s Navi Mumbai office, handling customer queries, incidents, and service requests through the case management tool.

You will monitor both application and infrastructure, including Kubernetes and Linux servers, and assist with deployments and incident resolution.

Qualifications

• Proficiency with Java or similar programming language concepts.
• Strong SQL querying and RDBMS understanding.
• Working knowledge of Linux/Unix commands and shell environments.
• Basic familiarity with cloud platforms, preferably AWS.
• Good analytical and problem-solving abilities for troubleshooting.

Responsibilities

• Respond to customer queries and incidents via case management tool; participate in 24/7/365 support with a 9-hour shift.
• Monitor application and infrastructure components, perform log reviews and health checks, and escalate issues as needed.
• Assist in UAT, configuration setup, transaction processing, and product-related activities.
• Coordinate with remote SRE/DevOps teams for deployments, patches, and incident resolution.
• Maintain and update SOPs and knowledge articles; contribute to ad-hoc projects.

Skills

Java knowledge

SQL queries

Linux commands

Cloud basics

Analytical problem solving

Job description

Role & responsibilities

Application Support

• Work in a rotational shift schedule of 9 hours per day, 5 days per week, supporting 247365 operations.
• Work onsite from the clients office in Navi Mumbai as required for this role.
• Monitor, manage and respond to customer queries, incidents and service requests through the designated case management tool.
• Support customers during User Acceptance Testing (UAT), configuration setup, transaction processing and other product-related activities.
• Troubleshoot and resolve issues using established SOPs, product knowledge, technical understanding and business process knowledge, escalating complex issues to the appropriate teams when required.
• Communicate clearly and professionally with customers, both verbally and in writing, ensuring that issues, actions and resolutions are effectively communicated.
• Follow established incident management processes, workflows, escalation procedures and SLAs.
• Investigate and resolve application-related incidents and defects affecting critical business systems.
• Review and analyse application and infrastructure logs to identify root causes and support issue resolution.
• Review, maintain and update SOPs, knowledge articles and relevant technical/product documentation.
• Support ad-hoc projects, operational activities and other assignments as required.

Infrastructure Support

• Monitor and support application and infrastructure environments, including Kubernetes, Linux servers, application services, scheduled jobs, queues and related components.
• Perform operational activities including service restarts, log analysis, CPU and memory utilization checks, environment health checks, and application/infrastructure performance monitoring.
• Support production deployments, application releases, infrastructure changes and patch upgrades in coordination with remote SRE and DevOps teams.
• Support VPN, SFTP and network connectivity-related issues, coordinating with relevant Client teams for resolution where required.

Qualifications

• Experience: 24 years of experience in a product support, technical support or customer-facing technical role.
• Technical Skills: Basic understanding of Java or similar programming languages, RDBMS concepts, SQL queries, and Linux/Unix commands.
• Working or operational knowledge of cloud platforms, preferably AWS.
• Basic understanding of application and infrastructure troubleshooting would be preferred.

Soft Skills

• Excellent customer service and interpersonal skills, with a strong focus on delivering a positive and professional customer experience.
• Strong written and verbal communication skills, with the ability to explain product and technical concepts clearly and concisely.
• Strong analytical and problem-solving skills, with the ability to troubleshoot technical issues and identify appropriate solutions.
• Familiarity with Supply Chain Finance (SCF) products, workflows and business processes would be an added advantage.
• Prior experience in a customer-facing product or technical support role is preferred.