Role : Senior Product Support Engineer

Position Summary

We are seeking a highly skilled and customer-focused Senior Product Support Engineer (L3) with 712 years of experience to provide advanced technical support for our software products. The candidate will serve as the highest internal escalation point for customer-reported issues, perform deep technical investigations, execute root cause analysis, collaborate closely with development teams, and ensure timely resolution of critical customer incidents.

Key Responsibilities
- Act as the final escalation point for complex customer issues received from L1 and L2 support teams.
- Investigate and resolve application, database, integration, network, and infrastructure-related problems.
- Analyze logs, system behavior, performance metrics, and customer environments to identify root causes.
- Work closely with Product Development, QA, DevOps, and Customer Success teams to resolve defects and product issues.
- Drive major incident management activities and provide regular customer updates.
- Create root cause analysis (RCA)



reports and corrective/preventive action plans.
- Develop and maintain troubleshooting guides, knowledge base articles, and support documentation.
- Monitor support SLAs and ensure adherence to customer commitments.
- Mentor L1 and L2 team members and provide technical guidance.
- Participate in product releases, deployments, upgrades, and post-release validation activities.
- Identify recurring issues and recommend product or process improvements.
- Be able to coordinate and resolve organizational IT issues

Technical Skills

Required:
- Solid knowledge of application architecture and troubleshooting.
- Experience with Windows/Linux environments.
- Database knowledge (SQL Server, MySQL, PostgreSQL).
- Experience analyzing application logs and system logs.
- Knowledge of APIs, REST services, and integration troubleshooting.
- Understanding of networking fundamentals (DNS, SSL, TCP/IP, VPN).
- Experie

📌 Senior Product Support Engineer (Pune)
🏢 IZiel Healthcare
📍 Pune