Job Description - AI Product Engineer

Customer Success | Night Shift

Role Overview

We are looking for a customer-focused AI Product Engineer to support our SaaS products and customers during night-shift operations.

This is a technical, customer-facing role responsible for analyzing Freshdesk tickets, troubleshooting application and API issues, using AI-assisted tools for investigation and productivity, communicating with customers, and coordinating with engineering teams for timely resolution.

The candidate should be comfortable working with APIs, Postman, SQL queries, scripts, application logs, AI tools, Golang, Python, MongoDB, PostgreSQL, and production-support processes.

Key Responsibilities

Monitor and respond to customer-reported issues through Freshdesk, email, Slack, and other support channels.
Analyze Freshdesk tickets and classify them as defects, action requests, configuration issues, data issues, questions, or enhancement requests.
Understand the business impact and assign the appropriate ticket priority.




Reproduce reported issues in test or staging environments.
Use Postman to test APIs, request payloads, authentication, headers, and responses.
Execute SQL queries and approved scripts for investigation and resolution.
Analyze application code, scripts, logs, browser console errors, API responses, and system behaviour.
Troubleshoot services and applications developed using Golang and Python.
Investigate data-related issues using MongoDB and PostgreSQL.
Use AI-assisted tools to analyze issues, summarize tickets, prepare troubleshooting steps, and improve support productivity.
Resolve known product, configuration, integration, or data-related issues using available documentation and playbooks.
Escalate complex issues to Engineering, QA, DevOps, or Product teams with complete investigation details.
Provide timely, clear, and skilled updates to customers.
Follow up on open tickets until resolution or successful shift handover.
Identify recurring

📌 AI Product Engineer (Ahmedabad)
🏢 Sigma Infosolutions
📍 Ahmedabad