• Job Title: Product & Technical Support Engineer
- L1
• Department: Technology Operations
• Reports To: Tech Support Team Lead
•

Experience:
2 to 4 Years
• Job

Location:
Client Onsite (Navi Mumbai) CredAble is seeking a Product & Technical Support Engineer – L1 to serve as the first point of contact for customers using our suite of Supply Chain Finance (SCF) products. The role combines product and technical support, ensuring customers receive timely and effective assistance for product functionality, configurations, application issues and infrastructure-related concerns. The Product & Technical Support Engineer will be based at the client’s office location and will be responsible for monitoring application and infrastructure services, troubleshooting issues, assisting customers with product features and configurations, and communicating resolutions clearly. Issues requiring deeper technical investigation will be appropriately escalated to the relevant engineering teams and tracked through resolution within defined SLAs. The role requires a customer-focused approach, good technical and problem-solving capabilities, an ability to understand product functionality, and strong written and verbal communication skills in English. Responsibilities Application Support
• Work in a rotational shift schedule of 9 hours per day, 5 days per week, supporting 24×7×365 operations.
• Work onsite from the client’s office in Navi Mumbai as required for this role.
• Monitor, manage and respond to customer queries, incidents and service requests through the designated case management tool.
• Support customers during User Acceptance Testing (UAT),



configuration setup, transaction processing and other product-related activities.
• Troubleshoot and resolve issues using established SOPs, product knowledge, technical understanding and business process knowledge, escalating complex issues to the appropriate teams when required.
• Communicate clearly and professionally with customers, both verbally and in writing, ensuring that issues, actions and resolutions are effectively communicated.
• Follow established incident management processes, workflows, escalation procedures and SLAs.
• Investigate and resolve application-related incidents and defects affecting critical business systems.
• Review and analyse application and infrastructure logs to identify root causes and support issue resolution.
• Review, maintain and update SOPs, knowledge articles and relevant technical/product documentation.
• Support ad-hoc projects, operational activities and other assignments as required. Infrastructure Support
• Monitor and support application and infrastructure environments, including Kubernetes, Linux servers, application services, scheduled jobs, queues and related components.
• Perform operational activities including service restarts, log analysis, CPU and memory utilization checks, environment health checks,



and application/infrastructure performance monitoring.
• Support production deployments, application releases, infrastructure changes and patch upgrades in coordination with remote SRE and DevOps teams.
• Support VPN, SFTP and network connectivity-related issues, coordinating with relevant Client teams for resolution where required. Qualifications
•

Experience:
2–4 years of experience in a product support, technical support or customer-facing technical role.
• Technical

Skills:
Basic understanding of Java or similar programming languages, RDBMS concepts, SQL queries, and Linux/Unix commands.
• Working or operational knowledge of cloud platforms, preferably AWS.
• Basic understanding of application and infrastructure troubleshooting would be preferred. Soft Skills
• Excellent customer service and interpersonal skills, with a strong focus on delivering a positive and professional customer experience.
• Strong written and verbal communication skills, with the ability to explain product and technical concepts clearly and concisely.
• Strong analytical and problem-solving skills, with the ability to troubleshoot technical issues and identify appropriate solutions.
• Familiarity with Supply Chain Finance (SCF) products, workflows and business processes would be an added advantage.
• Prior experience in a customer-facing product or technical support role is preferred. Benefits
• Competitive salary and benefits package.
• Opportunities for qualified growth and development.
• Collaborative and supportive work environment.

📌 Product & Technical Support Engineer (Navi Mumbai)
🏢 CredAble
📍 Navi Mumbai