Remote Product Support Engineer (India) - SRE, QA & AI

BSC Analytics; United States; Remoto; USD 16.000 - 22.000; Tempo pieno

Descrizione del lavoro

BSC Analytics is seeking a Product Support Engineer to be the front line for client success and product reliability. You’ll own support from first ticket to root cause, collaborate with product and engineering, and contribute to QA and automated testing in a remote-first culture that values expertise and autonomy.

This remote role requires you to be located in India and to align with IST and ET working hours, with on-call weekend rotation.

Competenze

• 4+ years in technical product support, support engineering, or SRE roles.
• 2+ years hands-on QA experience, including manual and automated testing.
• Hands-on experience with AWS and/or Azure.
• Strong troubleshooting skills across logs, APIs, databases, and distributed systems.
• Working knowledge of SQL and at least one scripting language - Python, Bash, or PowerShell.
• Experience with monitoring/observability tools - CloudWatch and Azure Monitor preferred.
• Experience with test automation frameworks - Playwright experience preferred.
• Familiarity with CI/CD pipelines and incident management practices.
• Excellent communication skills, with the ability to explain technical issues to non-technical clients.
• Strong multi-tasker, self-starter, and proactive team player.

Mansioni

• Own client-reported issues end to end: triage, troubleshoot, resolve, and close the loop
• Serve as a trusted technical point of contact for clients, translating complex problems into clear answers
• Dig into logs, metrics, APIs, and data to find root cause, not just the workaround
• Escalate and partner with engineering on product defects, with clean repro steps and context
• Build and maintain runbooks, knowledge base articles, and support documentation
• Monitor production health and respond to incidents across cloud environments (AWS/Azure)
• Implement proactive monitoring and alerting that catches issues before clients do
• Lead and contribute to blameless postmortems, and drive fixes to completion
• Automate repetitive support and operational tasks - if you've done it twice, script it
• Support secure, compliant, and resilient operations for clients in highly regulated industries
• Partner with product and engineering to test new features and releases before they ship
• Write and execute test plans, test cases, and regression suites
• Build and maintain automated tests and integrate them into CI/CD pipelines
• Turn real client issues into test coverage so the same bug never ships twice
• Use AI tools to speed up triage, troubleshooting, test generation, and documentation
• Help test and validate AI-powered product features, including output quality and edge cases
• Bring ideas for where AI can make our support and QA processes smarter

Conoscenze

Technical support

QA testing

Troubleshooting

SRE mindset

Automation & scripting

Communication

Strumenti

AWS

Azure

Playwright

CloudWatch

Azure Monitor

Kubernetes

Terraform

CI/CD

Descrizione del lavoro

BSC Analytics is seeking a Product Support Engineer to be the front line for client success and product reliability. You’ll own support from first ticket to root cause, collaborate with product and engineering, and contribute to QA and automated testing in a remote-first culture that values expertise and autonomy.

This remote role requires you to be located in India and to align with IST and ET working hours, with on-call weekend rotation.