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Product Support Engineer II
Customer successHybrid — Bangalore, India
Published on 2026-10-26
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 customer-focused support for Syndigo’s SaaS products in a global 24x7 environment. Own incidents and service requests, troubleshoot issues, meet SLAs, and coordinate with customers and internal teams. The role may include L1 or L2 responsibilities depending on experience.
About the company
Syndigo provides product experience and information management software that helps brands centralize, enrich, and syndicate product content.
Stack
Microsoft AzureAWSPostmanJSONXMLYAMLKibanaGrafana
What you'll do
- Own incidents and service requests through resolution or controlled escalation.
- Troubleshoot application issues using logs, monitoring data, API traces, configuration reviews, and testing.
- Communicate impact, progress, workarounds, and next steps to customers and stakeholders.
- Investigate complex issues, reproduce defects, validate fixes, and coordinate remediation.
- Support major incidents and contribute to root-cause analysis and prevention.
- Document resolutions and create reusable knowledge articles.
- For L2 work, own complex escalations, guide L1 engineers, and improve runbooks, automation, and monitoring.
What we're looking for
- Bachelor’s degree or equivalent practical experience in a related discipline.
- At least 2 years of relevant support experience for L1, or 4 years for L2.
- Experience supporting global customers through ticketing and remote-support channels.
- Hands-on support experience with SaaS applications hosted on Azure or AWS.
- Experience troubleshooting APIs with tools such as Postman and working with JSON, XML, or YAML.
- Ability to review application and system logs using observability tools.
- Working knowledge of Linux, microservices, and multi-tenant applications.
- Willingness to work a 24x7 shift roster, including scheduled weekends and holidays.
Nice to have
- Basic Java knowledge or ability to read code and stack traces.
- Exposure to Docker, Kubernetes, Nginx, Elasticsearch, MySQL, or Kafka.
- ITIL Foundation certification or practical incident, request, problem, and change-management experience.
- Experience creating dashboards, reports, automation, monitoring alerts, or support knowledge content.