Product Support Engineer
Employment Info
JOB DETAILS
Requirements
- Two or more years of relevant technical experience, or a strong Computer Science or Software Engineering academic background; we welcome applications from candidates with hands-on experience in technical support, software engineering, or a similar role, as well as recent graduates with a Computer Science or Software Engineering degree and a strong academic record.
- Practical SQL proficiency – the ability to write, read, and review production-safe SQL queries and data-fix scripts, including an understanding of relational database concepts such as foreign keys, constraints, and transaction safety.
- Working knowledge of REST Application Programming Interfaces – ability to inspect and interpret API requests and responses to diagnose data or integration issues, including familiarity with tools such as Postman or browser development tools.
- Demonstrated problem-solving ability – a track record (academic or professional) of breaking down ambiguous technical problems methodically and reaching a well-reasoned resolution.
- Clear written and verbal communication – able to translate a technical finding into a plain-language update for a non-technical stakeholder, and to write structured investigation notes that other engineers can follow.
Responsibilities
- Respond to incoming support tickets, assess business impact and priority, and own issues through to resolution within agreed SLA timeframes.
- Investigate and resolve complex technical issues spanning application workflows, databases, and API integrations, applying data corrections and configuration updates where required.
- Identify and co-ordinate the response to production incidents, communicate timely status updates to affected business teams, and drive post-incident root cause analysis.
- Act as the primary technical liaison between customer-facing and operational teams and the engineering team, setting clear expectations on resolution timelines and keeping stakeholders informed throughout.
- Triage unresolvable issues to the appropriate engineering team, providing structured defect reports with reproduction steps and supporting evidence to enable fast resolution.
- Build and maintain runbooks, troubleshooting guides, and playbooks to improve support scalability and reduce time-to-resolution for recurring issue types.
- Identify patterns in recurring issues and advocate for product improvements or automation that reduce manual effort and overall support volume over time.
Desired Qualifications
- Observability tooling familiarity – experience with tools such as Datadog, New Relic, or similar Application Performance Monitoring platforms is desirable but trainable; curiosity about system behaviour and performance is more important than prior tool knowledge.
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