Product Support Engineer 2

Advanced product support role focused on deep troubleshooting, customer ownership, operational excellence, and product expertise. Expected to understand the platform end-to- end and actively drive customer issues through resolution while partnering closely with Product, Engineering, QA, Infrastructure, and Customer Success teams.

The candidate will have responsibilities across the following functions:

Advanced Product Support and Customer Ownership:

• Investigate and resolve complex customer issues and critical incidents.
• Lead customer troubleshooting calls, workshops, and incident reviews.
• Perform root cause analysis using logs, diagnostics, workflows, reports, and data analysis.
• Provide technical and functional guidance to customers and internal teams.
• Mentor L1 engineers and contribute to team development.

Operational Excellence and Reliability:

• Participate in release management, release validation, deployment planning, and post- release monitoring.
• Coordinate patch management activities and customer communications.
• Monitor site reliability indicators, service health, and operational performance.
• Participate in major incident response, disaster recovery drills, and business continuity exercises.
• Identify trends and recommend improvements to reliability, observability, and customer experience.

Automation and Continuous Improvement:

• Leverage scripting, automation, AI-assisted tools, and workflow optimisation techniques.
• Identify repetitive processes and drive operational efficiencies.
• Contribute to support analytics, knowledge management, and process improvements.

Global Support Coverage and Shift Flexibility:

• • Participate in rotational shifts, on-call schedules, and critical incident coverage when required.
• • Support customers across multiple geographies and time zones.
• • Provide support during releases, maintenance windows, upgrades, and service restoration activities.

Requirements:

• 4+ years supporting enterprise software or SaaS products.
• Strong troubleshooting, data analysis, and analytical problem-solving skills.
• Ability to analyse issues using Excel, reports, application data, logs, integrations, and support tools.
• Excellent communication, presentation, and customer engagement capabilities.
• Experience managing high-priority customer situations.
• 4-8 years (indicative only).
• Skills, product aptitude, customer communication, and problem- solving ability are prioritised over tenure.
• Outstanding customer communication and presentation skills.
• Deep analytical and troubleshooting capabilities.
• Strong ownership and accountability.
• Ability to manage critical customer situations calmly and professionally.
• Automation and continuous improvement mindset.
• Passion for learning product and domain knowledge.

Preferred Skills:

• Pharmacovigilance, Drug Safety, Clinical, Healthcare, or Life Sciences experience.
• Automation, scripting, or software development experience (Python, PowerShell, JavaScript, Power Automate, AI-assisted workflows, etc. ).
• Experience with site reliability monitoring, observability, and production operations.
• Cloud platform exposure (AWS, Azure, GCP).
• Additional foreign language proficiency.

Success Measures:

• Customer Satisfaction (CSAT).
• Mean Time to Resolution (MTTR).
• Root cause analysis and issue resolution quality.
• Critical incident and escalation management.
• Automation and process improvement contributions.
• Cross-functional collaboration and product expertise.

Skills

Diagnostics, Incident, L2 Support Engineer, Logs, Product Support Engineer, Production Support Engineer, RCA, Root Cause Analysis, SaaS, Senior Application Support Engineer, Software, Troubleshooting