Product Support Engineer (SRE, QA)

Working Hours: Tuesday - Saturday, 3:30 AM - 11:30 AM IST (Monday - Friday, 6pm ET to 2am ET), on call weekend rotation (once a month)

While this is a remote role, it is required that you be located in India.

As a Product Support Engineer at BSC Analytics, you'll be the front line for our clients and the backbone of our product's reliability. You'll own support from first ticket to root cause, keep production healthy with an SRE mindset, and roll up your sleeves on QA so what we ship actually works. You'll work closely with our product and engineering teams, put AI to work in how we support and test, and grow your reputation as the go-to expert on our product - all within a flexible, remote-first culture that values deep expertise, autonomy, and continuous learning.

Key Responsibilities

Client Support

• Own client-reported issues end to end: triage, troubleshoot, resolve, and close the loop
• Serve as a trusted technical point of contact for clients, translating complex problems into clear answers
• Dig into logs, metrics, APIs, and data to find root cause, not just the workaround
• Escalate and partner with engineering on product defects, with clean repro steps and context
• Build and maintain runbooks, knowledge base articles, and support documentation

Site Reliability

• Monitor production health and respond to incidents across cloud environments (AWS/Azure)
• Implement proactive monitoring and alerting that catches issues before clients do
• Lead and contribute to blameless postmortems, and drive fixes to completion
• Automate repetitive support and operational tasks - if you've done it twice, script it
• Support secure, compliant, and resilient operations for clients in highly regulated industries

Quality Assurance

• Partner with product and engineering to test new features and releases before they ship
• Write and execute test plans, test cases, and regression suites
• Build and maintain automated tests and integrate them into CI/CD pipelines
• Turn real client issues into test coverage so the same bug never ships twice

AI

• Use AI tools to speed up triage, troubleshooting, test generation, and documentation
• Help test and validate AI-powered product features, including output quality and edge cases
• Bring ideas for where AI can make our support and QA processes smarter

Skills Knowledge & Expertise

Required Qualifications

• 4+ years in technical product support, support engineering, or SRE roles
• 2+ years of hands-on QA experience, including manual and automated testing
• Hands-on experience with AWS and/or Azure
• Strong troubleshooting skills across logs, APIs, databases, and distributed systems
• Working knowledge of SQL and at least one scripting language - Python, Bash, or PowerShell experience preferred
• Experience with monitoring and observability tools - CloudWatch and Azure Monitor preferred
• Experience with test automation frameworks - Playwright experience preferred
• Familiarity with CI/CD pipelines and incident management practices
• Excellent communication skills, with the ability to explain technical issues to non-technical clients
• Strong multi-tasker, self-starter, and proactive team player

Preferred Qualifications

• Experience using or supporting AI/LLM-powered products, including testing AI outputs
• Highly regulated industry experience (e.g. finance, healthcare)
• Experience in consulting or client-facing delivery roles
• Kubernetes and Terraform experience
• Cloud certifications (AWS, Azure)
• Agile experience