Product Support Engineer I

**This is a hybrid position that requires 3 days per week in office at our Bangalore location**

L1 Support Role provides reliable, customer-focused application support for Syndigo SaaS products in a global 24x7 environment. The role covers incident and service-request ownership, troubleshooting, SLA adherence, clear communication, knowledge management, and continuous improvement. L1 focuses on intake, triage, standard resolution and escalation.

HOW WE’LL BE WINNING TOGETHER DAY TO DAY

• Own assigned incidents and service requests from acknowledgement through resolution or controlled escalation.
• Provide application and configuration support for SaaS products while meeting response, update and resolution SLAs.
• Communicate clearly with customers and internal stakeholders, including impact, progress, workarounds, next steps and closure confirmation.
• Troubleshoot application behavior using logs, monitoring data, API traces, configuration review, data validation and controlled testing in lower environments.
• Protect customer information and follow security, change, access and production-support procedures.
• Document troubleshooting steps, resolutions, known errors, workarounds and reusable knowledge articles.
• Participate in shift handovers, operational reviews, ticket-quality checks and continuous improvement activities.
• Collaborate with other support levels, L2, SRE, Engineering, Product, QA, Cloud Operations and customer-facing teams when required.

WE SHOULD TALK IF THIS SOUNDS LIKE YOU

• Hands-on support exposure to SaaS applications hosted on public-cloud platforms such as Microsoft Azure or AWS.
• API troubleshooting using tools such as Postman, including request/response analysis, authentication, status codes and payload validation.
• Working knowledge of data formats and configuration structures such as JSON and XML.
• Ability to review application and system logs using monitoring or observability tools such as Kibana, Grafana or equivalent platforms.
• Experience with ticketing and service-management tools such as Jira Service Management, ServiceNow or equivalent.
• Understanding of Linux-based systems, microservices and multi-tenant application environments.
• Exposure to data imports and exports, relationships, validations, workflow configuration, business rules and reporting.

Qualifications

• Bachelor's degree or equivalent practical experience in Computer Science, Engineering, Information Technology or a related discipline.
• Typically, 2+ years of relevant experience in application, product or technical support.
• Experience supporting global customers through ticketing systems, email, remote troubleshooting and phone or live-support channels.
• Excellent written and verbal communication, structured troubleshooting and customer-handling skills.
• Willingness to work in a 24x7 shift roster, including weekends and holidays as scheduled.

Nice to Have

• Basic Java knowledge or the ability to read application code and stack traces.
• Exposure to Docker, Kubernetes or other container-orchestration platforms.
• Familiarity with Nginx, Elasticsearch, MySQL, Kafka and related application-platform technologies.
• ITIL Foundation or practical experience with incident, request, problem and change management.
• Experience creating dashboards, operational reports, automation, monitoring alerts or support knowledge content.