Product Support Engineer - Ticketing System

Description : Who are we looking for ? We are looking for a proactive and technically strong Product Support Engineer to join our team. This role requires a deep understanding of backend systems, APIs, and databases, along with the ability to diagnose and resolve complex production issues. The ideal candidate should have hands-on experience in Python, MySQL, APIs, and cloud environments, and be comfortable working with cross-functional teams to troubleshoot, debug, and resolve customer-facing issues. You will act as the final escalation point for product and technical support, ensuring high availability and reliability of our platform. Key Responsibilities : L3 Technical Support and Issue Resolution : - Own and resolve complex Level 3 production support tickets related to backend systems, integrations, and platform workflows. - Diagnose issues across application, database, and infrastructure layers. - Perform root cause analysis and implement permanent fixes. - Collaborate with engineering teams to resolve critical production incidents. Backend Troubleshooting and Debugging : - Debug and analyze Python-based backend services built using Django, FastAPI, or similar frameworks. - Investigate API failures, integration issues, and data inconsistencies. - Work with logs, monitoring tools, and observability platforms to identify system bottlenecks. - Troubleshoot asynchronous workflows, background jobs, and event-driven systems. Database and Data Analysis : - Write complex SQL queries to investigate and resolve data-related issues. - Analyze and fix issues related to MySQL or PostgreSQL databases. - Perform data validation, reconciliation, and controlled data corrections. - Support performance tuning and optimization. Customer and Stakeholder Communication : - Respond to technical support queries and provide clear, timely updates to internal and external stakeholders. - Work closely with customer success and product teams to ensure smooth issue resolution. - Document known issues, workarounds, and resolutions. Incident and Change Management : - Participate in incident response, escalation, and recovery processes. - Support release monitoring and validation during production deployments. - Contribute to post-incident reviews and preventive measures. Automation and Continuous Improvement : - Identify recurring issues and build automation or monitoring to reduce manual intervention. - Improve observability, alerting, and operational processes. - Create scripts and tools using Python to improve operational efficiency. Qualifications : - Bachelors degree in Computer Science or a related field. - 1 to 3 years of experience in technical or product support for backend platforms. Strong experience with : - Python and backend systems. - MySQL or PostgreSQL. - REST APIs and integrations. - Experience debugging production systems and distributed architectures. - Hands-on experience with: - Logs, monitoring, and debugging tools. - Cloud platforms such as AWS or GCP. - Background jobs, queues, and asynchronous processing. - Strong analytical and problem-solving skills. Soft Skills : - Strong communication and customer-facing skills. - Ability to work under pressure and manage multiple priorities. - Ownership mindset and attention to detail. - Collaboration across engineering, product, and customer teams. Nice to Have : - Experience with fintech, SaaS, or integration platforms. - Familiarity with Redis, caching, and performance troubleshooting. - Exposure to Docker, microservices, and cloud-native environments. - Experience in incident management and ITIL-based processes. - Prior experience in a startup or fast-paced environment.