Production Support Engineer

We are seeking a highly skilled Production Support Engineer with exceptional problem-solving capabilities, strong debugging skills, and a proven track record in matrix management.

The ideal candidate will have a passion for understanding products inside and out, with the ability to quickly analyze and resolve complex issues. This role demands a hands-on approach to both technical troubleshooting and client relationships, ensuring that our product not only meets but exceeds customer expectations.

The successful candidate will be responsible for guiding teams, optimizing product performance, and acting as the go-to person for escalated technical problems.

You will need to excel in navigating complex, cross-functional environments and leveraging your problem-solving expertise to drive the continuous improvement of our product suite.

Responsibilities

• Product Expertise: Develop and maintain a deep technical understanding of the product, including its features, functionalities, and underlying architecture.
• Problem Solving: Take the lead in identifying and resolving product issues by applying advanced debugging techniques and troubleshooting skills. Provide timely solutions to both customers and internal teams.
• Matrix Management: Collaborate effectively across multiple teams, including engineering, QA, customer clients etc., ensuring alignment on product goals and initiatives. Manage cross-functional workflows and deliverables.
• Customer Relations: Build and maintain strong, positive relationships with customers in and outside of the organization, acting as the main point of contact for any product-related issues or inquiries.
• Bug and Issue Tracking: Identify, track, and prioritize product bugs, working closely with the development team to ensure efficient resolution.
• Documentation: Maintain clear documentation of debugging processes, technical issues, and resolutions for future reference and knowledge sharing.
• Training & Support: Mentor junior team members and provide training on troubleshooting and debugging techniques. Ensure that internal teams are well-equipped with the necessary knowledge to handle product issues.
• Continuous Improvement: Analyze product performance data and user feedback to recommend improvements or enhancements to the product and its features.

Requirements

• Problem-Solving: Exceptional problem-solving abilities with a methodical, analytical approach to debugging complex issues.
• Technical Expertise: Proven expertise in product architecture, codebase analysis, and troubleshooting in a fast-paced environment.
• knowledge and experience with ArgoCD, Argo Workflows, and GitOps, Kubernetes .
• Implement observability using Prometheus, Grafana, Loki, Tempo.
• Matrix Management: Demonstrated ability to effectively manage and coordinate across multiple teams and stakeholders. Comfortable working in a collaborative, matrixed organizational structure.
• Relationship Management: Strong interpersonal and communication skills with the ability to build and maintain relationships.
• Attention to Detail: Strong attention to detail and the ability to catch even the smallest inconsistencies or errors in products or systems.
• Adaptability: Ability to adapt quickly to changes in technology, product requirements, and customer needs.
• Experience: Minimum of 3 years of experience working as a product expert, technical support, or in a similar role, preferably in a matrix management environment.
• Technical Skills: Familiarity with debugging tools, version control systems (Git), and an understanding of programming/scripting languages (e.g., Python, JavaScript, etc.), Databases, Cloud based solution (AWS) is highly desirable
• Basic knowledge with Temporal

Preferred Qualifications:

• Advanced Degree: Bachelor’s degree or higher in Computer Science, Engineering, or a related field.
• Certifications: Relevant technical certifications in product management, project management, or troubleshooting are a plus.
• Industry Experience: Experience in Fintech companies an advantage.