Senior Product Support Engineer

Aixperto Vision Private Limited; Pune District; Vor Ort; INR 900.000 - 1.500.000; Vollzeit

Zusammenfassung

Aixperto Vision Private Limited is seeking a hands-on Senior Product Support Engineer to join our engineering and production support operations in Pune. You will investigate complex system failures, perform root-cause analysis, and write automation scripts to maintain high availability.

The role involves owning end-to-end troubleshooting across cloud and edge systems, collaborating with engineers and external users, and using logs, metrics, and alerts to preempt issues.

Qualifikationen

• 2+ years in technical product or production support.
• Experience with Linux environments and SQL/PostgreSQL.
• Proficient in Python and Shell/Bash for debugging.
• Familiar with AWS CloudWatch and monitoring best practices.
• Understanding of distributed architectures and messaging systems.
• Experience in Agile/Scrum and SDLC processes.

Aufgaben

• Own end-to-end troubleshooting of high-priority incidents across cloud and edge systems.
• Perform root cause analysis and remediation or escalation.
• Collaborate with software engineers, product teams, and users to resolve incidents.
• Monitor logs, metrics, dashboards, and alert pipelines.
• Maintain incident trackers and document technical solutions in the knowledge base.

Kenntnisse

Linux

SQL/PostgreSQL

Python

Shell/Bash

AWS CloudWatch

Distributed architecture

Agile/Scrum

Monitoring

Jobbeschreibung

About the role

We are looking for a hands-on, analytical Senior Product Support Engineer to join our engineering and production support operations. In this role, you will investigate complex system failures, perform root-cause analysis across distributed cloud services, write automation scripts, and ensure high operational availability.

Key details

• Location: Pune, India (or Nairobi, Kenya)
• Experience: 2+ years of solid experience in technical product or production support
• Schedule: Willingness and flexibility to work in rotational shifts

What you will do

• Incident ownership and investigation: Own end-to-end troubleshooting, diagnosis and triage of high-priority technical issues across both cloud and distributed edge systems.
• Root cause analysis (RCA): Identify the underlying causes of recurring bugs and system failures, and provide remediation or appropriate escalation to the core development and QA teams.
• Cross-team collaboration: Coordinate directly with software engineers, product teams and external users to resolve incidents within committed SLAs.
• Monitoring and tooling: Work with application logs, metric dashboards and alert pipelines to catch issues proactively, before they impact end users.
• Process and reporting: Maintain issue trackers, produce regular operational incident reports for management, and document technical solutions in the internal knowledge base.

What we are looking for

• Operating systems and querying: Strong working knowledge of Linux environments and relational databases (SQL / PostgreSQL).
• Scripting: Hands-on experience writing Python and Shell/Bash scripts for debugging, diagnostics and routine automation.
• Cloud and monitoring: Solid familiarity with AWS services (specifically AWS CloudWatch) and deployment and monitoring best practices.
• Distributed architecture: Understanding of event-driven architectures, message queues and end-to-end system networking.
• Agile and communication: Clear, composed communication under pressure, with experience following SDLC standards in an Agile/Scrum team.