Product Support Engineer II
Core
Provide reliable, customer-focused application support for Syndigo SaaS products in a global 24x7 environment, owning incidents and service requests.
Role type
Product Support Engineer (L1/L2)
Builds
Syndigo SaaS products for a global network of 15,000+ brands and 3,500+ retailers
Domain
E-commerce data and product information management
Deliverable
client delivery
Required skills
SaaS application support, API troubleshooting, log analysis, ticketing systems, Linux-based systems, microservices, data validation, incident management
Preferred skills
Java, Docker, Kubernetes, Nginx, Elasticsearch, MySQL, Kafka, ITIL Foundation, dashboard creation
Technologies
Microsoft Azure, AWS, Postman, Jira Service Management, ServiceNow, Kibana, Grafana
Responsibilities
Own assigned incidents and service requests from acknowledgement through resolution, troubleshoot application behavior using logs and monitoring data, communicate clearly with customers and internal stakeholders, resolve known and repeatable issues, investigate complex and non-standard issues, escalate issues with complete technical evidence, collaborate with SRE and Engineering teams, support major incidents, identify recurring issues and contribute to root-cause analysis, document troubleshooting steps and resolutions
Seniority
Mid-level (2+ years for L1, 4+ years for L2)