Role Overview

We are looking for a technically strong and service-oriented Product Support Engineer to join our product support and engineering team.

This role primarily focuses on product support, troubleshooting, issue resolution and customer-facing technical assistance, while also contributing to software development, bug fixes, automation and product enhancements. You will work closely with our engineering, product and customer-facing teams to investigate complex product issues, identify root causes and deliver reliable solutions.

Key Responsibilities

Product Support & Troubleshooting (Primary Responsibility)

- Provide L1 / L2 / L3 technical product support for enterprise software applications.
- Investigate, troubleshoot and resolve complex application and production issues.
- Analyze customer-reported issues, reproduce problems and identify root causes.
- Handle and resolve technical support tickets within defined priorities and SLAs.
- Work closely with customers and internal teams to understand technical problems and provide effective solutions.
- Analyze application logs, database records, API responses and system behavior to diagnose issues.
- Escalate complex issues to the appropriate engineering teams with detailed technical analysis and reproduction steps.
- Monitor production environments and proactively identify potential application or system issues.
- Communicate technical issues and resolutions clearly to customers, Product, QA and Engineering teams.
- Document known issues, troubleshooting procedures, root causes and resolutions.
- Participate in production releases, incident resolution and post-incident analysis.

Software Development & Product Enhancement

- Develop and maintain web application components using Python, JavaScript, Angular, Node.js, C# and .NET.
- Develop bug fixes, patches and product enhancements.
- Build and maintain backend services, APIs and application components.
- Develop scripts and automation tools using Python to improve product support and operational efficiency.
- Participate in code reviews, debugging and software testing.




- Work with Engineering teams to improve product stability, performance and maintainability.
- Contribute to the automation of repetitive support, testing and troubleshooting activities.

Cloud, Database & Infrastructure Support

- Troubleshoot applications deployed on AWS environments.
- Work with AWS services and cloud infrastructure to investigate application issues.
- Work with Linux environments and command-line tools for application and production troubleshooting.
- Investigate issues involving databases, queries, data processing and application integrations.
- Work with SQL / MySQL and MongoDB for troubleshooting and data analysis.
- Troubleshoot REST APIs, web services and third-party integrations.

AI / LLM & Emerging Technologies

- Work with AI-powered features and applications integrated into our products.
- Support, troubleshoot and enhance applications using AI-assisted tools.
- Work with LLM APIs, prompt engineering, NLP and AI-based document processing.
- Assist in developing and integrating AI-powered automation and intelligent product capabilities.
- Stay current with emerging AI technologies and identify opportunities to improve product support and engineering processes.

Required Skills & Experience

- 3+ years of relevant product support experience.
- Strong troubleshooting, debugging and problem-solving skills.
- Experience supporting enterprise software products in production environments.
- Strong hands-on experience in:

- Python

- JavaScript
- Node.js

- Angular
- C# and .NET
- HTML / XHTML / CSS

- XML

- SQL / MySQL

- MongoDB

- AWS

- Linux
- Good understanding of REST APIs and web services.
- Experience analyzing application logs,



database queries and production issues.
- Ability to understand complex software systems and trace issues across application, database and infrastructure layers.
- Strong written and verbal communication skills.
- Ability to work independently and collaborate effectively with Engineering, Product, QA and Customer Success teams.

Experience building AI-powered applications using:

- LLMs and NLP pipelines
- Prompt Engineering
- LLM APIs and integrations
- RAG (Retrieval-Augmented Generation)
- AI-powered document processing
- Machine Learning fundamentals

Preferred Experience

- Experience supporting Enterprise SaaS products.
- Experience in FinTech, RegTech, Compliance, ESG, Financial Reporting or Regulatory Reporting platforms.
- Knowledge of XBRL, iXBRL or structured data standards.
- Experience with AWS services and related cloud services.
- Experience with application monitoring, production deployments and incident management.
- Experience working in Agile/Scrum development environments.
- Experience working with distributed or remote teams.
- Experience interacting directly with enterprise customers or technical stakeholders.

Working Requirements

- This is primarily a product support role, with software development and product enhancement responsibilities.
- The position requires a willingness to work closely with customers and internal teams to resolve production-critical issues.
- Rotating shifts, including night shifts will be required during peak regulatory filing seasons.

Why Join Ez-XBRL?

- Be part of a fast-growing and innovation-driven technology company.
- Opportunity to work on cutting-edge solutions in regulatory, compliance, and digital reporting domains.
- Play a key leadership role in shaping products, engineering practices and team growth.
- Collaborate with talented professionals in a highly entrepreneurial environment.
- Opportunity to drive innovation through emerging technologies, including AI and automation.
- Fully work from home environment with significant ownership and impact

📌 Product Support Engineer (Navi Mumbai)
🏢 ez-xbrl solutions
📍 Navi Mumbai