Role Overview

As a Product Support Engineer (L1) in the Product Support & Customer Excellence team, you will act as the vital bridge between Core Engineering and Customer support team . You will dive deep into customer-reported issues, analyze application logs and backend data, and drive resolutions. Working closely with Core Engineering, you will write, validate, and execute ad-hoc scripts under approval to resolve data/system issues while monitoring real-time application alerts to ensure high availability and continuous operational stability.

Key Responsibilities
- Cross-Functional Liaison: Act as the technical touchpoint between Customer Support, Product, and Core Engineering to investigate, escalate, and resolve complex L1 customer issues.
- Troubleshooting & Technical Debugging: Diagnose, trace, and debug issues across multi-tier web and backend applications using application logs, system metrics, and backend database queries.
- Scripting & Ad-hoc Execution: Draft, test,



and deploy ad-hoc data/fix scripts in lower environments and execute them in Production following strict approval workflows from Core Engineering.
- Application Alerting & Monitoring: Proactively monitor application performance alerts, error dashboards, and system health metrics to identify anomalies and address incidents before they impact customers.
- Interim & Workaround Solutions: Formulate immediate workaround solutions or hotfixes for recurring issues to minimize customer downtime while long-term technical debt is addressed.
- Knowledge Management: Maintain up-to-date internal Knowledge Base (KB) documentation and runbooks based on recent feature rollouts, bug fixes, and internal Knowledge Transfer (KT) sessions.

Requirements
Qualifications & Requirements
- Education: Bachelor’s or Master’s degree in Computer Science, Information Technology, or equivalent practical experience.
- Experience: 2–5 years of experience in Product Support, SRE, L1 Support, or Cloud Operations.
- Programming

📌 Production Support Engineer (Chennai)
🏢 Yubi
📍 Chennai