What We're Looking For

Must Have

- 4+ years of experience in Technical Support Engineering, Production Support, Application Support, or Site Reliability-related roles.

- Ability to read, analyze, and write code fixes within existing C# and .NET codebases.

- Strong SQL skills with the ability to investigate production data issues independently.

- Experience troubleshooting distributed web applications and API-driven platforms.

- Solid understanding of REST APIs, SOAP services, and GraphQL.

- Hands-on experience using API testing tools such as Postman.

- Strong analytical and debugging skills with a structured approach to problem-solving.

- Experience working with application monitoring and observability platforms such as Datadog and New Relic.

- Comfortable analyzing logs, stack traces, exception reports, and infrastructure metrics.

- Excellent written communication skills for documenting investigations and collaborating across teams.

- Willingness to work with partial overlap during US business hours.

What You'll Do

- Own technical investigation and resolution of customer escalations received from the L1 Customer Support team.

- Act as the primary technical liaison between Customer Support and the Engineering team (L3).

- Troubleshoot complex production issues across integrations, APIs, workflows, databases, infrastructure, and application services.

- Perform root cause analysis and document findings to improve future incident resolution.





- Monitor production environments using observability platforms such as Current Relic and proactively identify potential issues before they impact customers.

- Analyze application logs, API requests, infrastructure metrics, and database records to identify failures.

- Debug API integrations involving REST, SOAP, and GraphQL services.

- Write and execute SQL queries to investigate production data issues safely and accurately.

- Use tools such as Postman to reproduce customer issues, validate APIs, and verify fixes.

- Support complex customer onboarding activities where deeper technical expertise is required.

- Collaborate with Engineering during production incidents, deployments, and emergency hotfixes.

- Validate hotfixes before release and assist in post-deployment verification.

- Create and maintain troubleshooting guides, runbooks, and internal knowledge base articles.

- Continuously identify recurring issues and work with Engineering to reduce operational overhead through product improvements.

What Success Looks Like

Within your first few months, you will:

- Become the technical owner for L2 production investigations.

- Resolve customer escalations with minimal Engineering involvement whenever possible.

- Reduce incident resolution time through structured troubleshooting and root cause analysis.

- Improve collaboration between Customer Support and Engineering.

- Help maintain a stable and reliable production environment through proactive monitoring and rapid incident response.

- Contribute to a culture of operational excellence by identifying recurring issues and driving long-term improvements.

📌 Lead Technical Support Engineer (Pune)
🏢 Syncware
📍 Pune