Senior Product Support Engineer (L3)
CodeRabbit4 months ago
Bengaluru, IndiaSenior / Mid Level
H1B Sponsor
Responsibilities
- Debug, troubleshoot, and resolve complex technical issues.
- Develop bug fixes and patches for production issues.
- Build features and improvements based on customer feedback.
- Conduct root cause analysis on critical incidents.
- Contribute to the product codebase through pull requests and documentation.
- Develop internal tools and automation for support operations.
- Perform performance analysis for customer-specific deployments.
- Serve as the escalation point for complex technical issues.
- Conduct technical sessions with customers to resolve challenges.
- Educate customers on product usage and best practices.
- Collaborate with sales and customer success teams on technical aspects.
- Provide guidance during proof-of-concept implementations.
- Analyze customer patterns to identify improvement opportunities.
- Partner with product teams to prioritize features based on support insights.
- Contribute to knowledge bases and technical documentation.
- Mentor support engineers on troubleshooting and architecture.
- Drive continuous improvement in product serviceability.
- Participate in on-call rotations for production support.
Requirements
- 5-8 years of software engineering experience with 2 years in a customer-facing role.
- Strong programming skills in a modern language like Python or Java.
- Proven ability to debug complex systems and modify production code.
- Passion for delivering high-quality customer experiences.
- Excellent communication skills for technical and non-technical audiences.
- Systematic problem-solving expertise for multi-layered issues.
- Experience with modern development tools like Git and CI/CD pipelines.
- Nice to have: experience with production codebases and code review processes.
- Nice to have: understanding of AI/ML systems and developer tooling platforms.
- Nice to have: knowledge of cloud platforms and container orchestration.
Benefits
- Work on cutting-edge technology with real-world impact.
- Collaborative and innovative environment.
- Competitive salary, equity, and benefits.
- Professional development opportunities.