Product Support Engineer II

About the role

In this role, you will provide reliable, customer-focused application support for Syndigo SaaS products in a global 24x7 environment. You will own incidents and service requests, troubleshoot application issues, meet SLAs, communicate with customers and internal teams, and contribute to continuous improvement.

What you'll do

• Own incidents and service requests, troubleshoot application issues, meet SLAs, communicate with customers and internal teams, and contribute to continuous improvement
• Own assigned incidents and service requests from acknowledgement through resolution or controlled escalation
• Communicate clearly with customers and internal stakeholders, including impact, progress, workarounds, next steps, and closure confirmation
• Troubleshoot application behavior using logs, monitoring data, API traces, configuration reviews, data validation, and controlled testing in lower environments
• Investigate complex and non-standard issues, reproduce defects, validate fixes, and coordinate safe remediation or changes

What you need

• 4–7 yrs of experience
• Troubleshooting
• ServiceNow
• Linux
• Root cause analysis
• AWS
• JIRA
• B.Tech or B.E. or B.Sc or BCA

Good to have

• ITIL
• SQL
• Java
• Docker
• Kubernetes
• Elasticsearch