3+ years of experience in Product Support, Application Support, Technical Operations, or Software/Product Engineering roles.
Minimum 2 years of hands-on experience managing incidents in a production SaaS setting.
Experience coordinating software releases, deployments, and change management activities.
Exposure to Benefits Administration, HR Technology, Insurance Platforms, or Personalization solutions is an added advantage.
Willingness to work overlapping hours with the US Central Time zone (at least until Noon CT).
Availability to participate in on-call rotations and provide incident/release management support during weekends and after business hours.

Technical Skills
Hands-on experience with ITSM tools such as ServiceNow, Jira Service Management, Azure DevOps (ADO), or similar platforms.
Robust SQL skills with the ability to query, analyze, and troubleshoot production data issues.
Experience with monitoring and log analysis tools such as Splunk, Datadog, Kibana, AppDynamics, or similar observability platforms.




Positive understanding of REST APIs and experience troubleshooting integration and application issues.
Familiarity with CI/CD pipelines and release management tools such as Jenkins, GitHub Actions, Azure DevOps, or equivalent platforms.

Core Competencies & Behavioral Skills
Ability to remain calm, organized, and decisive while managing high-priority production incidents.
Excellent verbal and written communication skills, with the ability to communicate effectively with both technical and business stakeholders.
Strong analytical and problem-solving mindset with attention to detail.
Proactive approach to documentation, knowledge sharing, and continuous process improvement.
Team-oriented team player with a focus on identifying and mitigating risks before they impact customers.

Preferred Certifications
ITIL v4 Foundation Certification (or willingness to obtain within six months of joining).
AWS Cloud Practitioner or equival

📌 Product Support Engineer Bengaluru
🏢 TechWise Digital
📍 Bengaluru