Tech Support Engineer

Location: Bangalore

Employment Type: Full-time

Work Mode: On-site

Shift: Rotational shifts – 5:00 AM–10:00 AM and 6:00 PM–11:00 PM

Experience: 1–3 years

About the Role

We are looking for a Technical Support / Production Support Engineer who will be responsible for monitoring production systems, identifying and troubleshooting issues, coordinating with internal engineering teams, and keeping clients informed about incidents and resolutions.

This role will act as a key liaison between our technology/engineering teams and clients, particularly during early-morning and evening operational hours. The person should be comfortable working independently, monitoring system health and logs, responding to incidents, and ensuring timely communication and resolution.

Key Responsibilities

Production Monitoring & Incident Management

Monitor application health, system alerts, logs, jobs, APIs, and production workflows.

Identify errors, failures, performance issues, and unusual system behaviour.

Perform initial troubleshooting and determine the impact and priority of incidents.

Take appropriate corrective actions for issues that can be resolved independently.

Escalate complex technical issues to the relevant engineering team with clear technical details.

Track incidents through resolution and ensure proper closure.

Client Communication & Coordination

Act as the first technical point of contact during assigned shifts for production-related issues.

Communicate with clients regarding system issues, incidents, delays, and resolutions in a clear and professional manner.

Provide timely updates to clients while an issue is being investigated.

Coordinate with Product, Engineering, AI/Data, and Customer Success teams to resolve client-impacting issues.

Ensure that client concerns are properly documented and followed through to closure.

Technical Troubleshooting

Analyse application and system logs to identify the root cause of common issues.

Troubleshoot API failures, data issues, job failures, integration problems, and application errors.

Perform basic database queries and data validation where required.

Restart/re-trigger failed processes or jobs where appropriate and authorised.

Identify recurring issues and highlight them for permanent resolution.

Support engineers in reproducing and investigating production issues.

Documentation & Process

Maintain an incident and issue tracker with details of the problem, investigation, action taken, and resolution.

Maintain shift handover notes to ensure continuity between shifts.

Document recurring issues, troubleshooting steps, and known solutions.

Prepare basic incident reports / RCA inputs for significant production issues.

Follow defined escalation and incident management processes.

Required Skills

1–3 years of experience in Technical Support, Application Support, Production Support, NOC, or similar roles.

Good understanding of application and system monitoring.

Ability to read and interpret application/server logs.

Basic knowledge of SQL and databases.

Understanding of REST APIs, HTTP status codes, JSON, and API troubleshooting.

Basic knowledge of Linux/Unix commands and command-line troubleshooting.

Familiarity with tools such as log monitoring, ticketing, alerting, or monitoring platforms.

Good troubleshooting and problem-solving ability.

Comfortable coordinating with technical and non-technical stakeholders.

Good written and verbal communication skills.

Good to Have

Experience with Python, JavaScript, or any scripting language.

Experience with PostgreSQL/MySQL or similar databases.

Exposure to AWS/Azure/GCP or cloud-based applications.

Familiarity with tools such as Grafana, Kibana/ELK, Datadog, Sentry, CloudWatch, or similar monitoring/logging tools.

Experience supporting SaaS products or client-facing technology platforms.

Basic understanding of CI/CD, Git, Docker, or microservices.

Experience working in a rotational or shift-based production support environment.

What We Are Looking For

Someone who can take ownership of issues rather than simply raise tickets.

Someone comfortable investigating problems independently before escalating.

Strong attention to detail when analysing logs and identifying errors.

Ability to remain calm and structured during production incidents.

Good communication skills, particularly when explaining technical issues to clients.

Willingness to work rotational shifts and coordinate effectively across teams.

A proactive approach to identifying recurring problems and improving support processes.

Shift Responsibilities

The role will primarily operate in rotational shifts covering:

Morning Shift: 5:00 AM – 10:00 AM

Evening Shift: 6:00 PM – 11:00 PM

The engineer will be responsible for monitoring production systems during the assigned shift, responding to alerts/incidents, coordinating with relevant internal teams, communicating with clients where required, and completing a proper shift handover.

Key Success Metrics

Timely identification and acknowledgement of production incidents.

Resolution of issues within defined timelines.

Effective client communication during incidents.

Reduction in recurring production issues.

Accuracy and completeness of incident documentation and handovers.

Effective coordination with Engineering and Customer Success teams.