Salary not listed
Product Support Engineer I
Customer successHybrid — Bangalore, India
Published on 2026-10-14
These details were extracted automatically from the original listing. They may not be complete or fully up to date — it's worth checking the original job post.
About this role
Provide first-line application and configuration support for Syndigo’s SaaS products in a global 24x7 environment. Own incidents and service requests through resolution or escalation, troubleshoot issues, meet SLAs, and communicate progress to customers.
About the company
Syndigo provides product experience and information management software that helps brands centralize, enrich, and syndicate product content.
Stack
Microsoft AzureAWSPostmanJSONXMLKibanaGrafanaJira Service Management
What you'll do
- Own incidents and service requests through resolution or controlled escalation.
- Troubleshoot application behavior using logs, monitoring data, API traces, configuration reviews, and data validation.
- Communicate customer impact, progress, workarounds, next steps, and closure.
- Document troubleshooting steps, resolutions, known errors, and reusable knowledge.
- Follow security, change, access, and production-support procedures.
- Participate in shift handovers, operational reviews, ticket-quality checks, and improvement activities.
- Collaborate with L2, SRE, Engineering, Product, QA, Cloud Operations, and customer-facing teams.
What we're looking for
- Bachelor’s degree or equivalent practical experience in a related discipline.
- Typically 2+ years of application, product, or technical support experience.
- Experience supporting global customers through ticketing, email, remote troubleshooting, and phone or live-support channels.
- Strong written and verbal communication, structured troubleshooting, and customer-handling skills.
- Able to work a 24x7 shift roster, including scheduled weekends and holidays.
- Hands-on SaaS support exposure on Azure or AWS; API troubleshooting with Postman; working knowledge of JSON and XML.
- Familiarity with logs and observability tools, ticketing systems, Linux, microservices, and multi-tenant applications.
Nice to have
- Basic Java knowledge or ability to read application code and stack traces.
- Exposure to Docker or Kubernetes.
- Familiarity with Nginx, Elasticsearch, MySQL, or Kafka.
- ITIL Foundation or practical incident, request, problem, and change management experience.
- Experience creating dashboards, operational reports, automation, monitoring alerts, or support knowledge content.