Senior Product & Technical Support Engineer – L2

CredAble; Navi Mumbai; On-site; INR 1,500,000 - 2,200,000; Full time

Benefits offered by this job

Competitive salary

Growth opportunities

Collaborative environment

Job summary

CredAble seeks a Senior Product & Technical Support Engineer to guide product usage, troubleshoot complex issues, and coordinate with Product, Engineering, DevOps and Infrastructure teams for timely resolutions.

The role is on-site at the client’s office in Navi Mumbai, requiring strong English communication, customer focus, analytical thinking and the ability to manage incidents end-to-end within SLAs.

Qualifications

• 4–7 years of experience in product or technical support.
• Strong understanding of Java or similar languages and SQL/RDBMS.
• Working knowledge of cloud platforms, preferably AWS.
• Hands-on troubleshooting across applications, databases and servers.

Responsibilities

• Provide product-specific guidance and advanced troubleshooting.
• Resolve incidents end-to-end within defined SLAs and coordinate with teams.
• Support UAT, configuration setup and product-related activities.
• Review logs and RCA documentation for permanent fixes.
• Maintain SOPs and knowledge articles for ongoing support.
• Collaborate with Product, Engineering, DevOps and Infrastructure teams.

Skills

Java

RDBMS & SQL

Linux/Unix

AWS

Job description

Job Title: Senior Product & Technical Support Engineer – L2

Department: Technology Operations

Reports To: Senior Manager - ITSM

Experience: 4 to 7 Years

CredAble is seeking a Senior Product & Technical Support Engineer with strong expertise across product, application and infrastructure support. The role will be responsible for providing product-specific guidance, advanced technical troubleshooting, incident resolution, and coordination with Product, Engineering, DevOps and Infrastructure teams to ensure timely and effective resolution of issues.

The ideal candidate will have a strong understanding of product functionality and business workflows, along with hands‑on troubleshooting capabilities across applications, databases, servers, and cloud environments. The individual should be capable of managing issues and incidents end‑to‑end, from investigation and impact assessment through resolution, escalation, root cause analysis (RCA) drive corrective and preventive actions, and support internal and external users within defined SLAs.

The role will be based onsite at our client’s office in Navi Mumbai and requires a strong customer‑focused approach, analytical and problem‑solving abilities, and excellent written and verbal communication skills in English.

Responsibilities

Application Support

• Work in a rotational shift schedule of 9 hours per day, 5 days per week, supporting 24×7×365 operations.
• Work onsite from the client’s 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.

Incident & Problem Management

• Perform impact assessments and assign incident priorities based on business impact, urgency and severity.
• Prepare detailed Root Cause Analysis (RCA) documentation, including technical findings, corrective actions and preventive measures.
• Participate in on‑call rotations and provide timely support for high‑priority and critical production incidents.
• Reduce recurring incidents by identifying trends and patterns, determining underlying causes, and recommending permanent fixes and preventive actions.
• Track incidents and issues through resolution, ensuring adherence to defined SLAs and timely escalation where required.

Qualifications

• Experience: 4–7 years of experience in a product support, technical support or global 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.
• Good understanding of application and infrastructure troubleshooting would be preferred.

Soft Skills

• Excellent customer service, interpersonal, and written and verbal communication skills.
• Strong analytical and problem‑solving abilities, with the ability to work independently and take ownership of issues through resolution.
• Ability to communicate clearly and concisely with both technical and non‑technical stakeholders.
• Ability to work effectively under pressure and manage high‑priority and critical production incidents.
• Strong leadership and mentoring skills, with the ability to guide, support and coordinate a team of L1 Support Engineers.
• Strong documentation skills, including preparation and maintenance of SOPs, RCAs, incident records and technical documentation.

Preferred Certifications

• ITIL Foundation
• Competitive salary and benefits package.
• Opportunities for professional growth and development.
• Collaborative and supportive work environment.