{"id":3407837,"url":"https://alion.io/job/graph-ai-product-support-engineer-2","title":"Product Support Engineer 2","company":{"id":4394392,"name":"Graph AI","domain":"graphsafety.ai","url":"https://alion.io/company/graph-ai","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":null,"truth_index":null},"role":"Support","role_family":"Support","seniority":"middle","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Hyderabad, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":10000,"max_usd":22000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":755},"experience_years_min":4,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AWS","optional":true},{"name":"Azure","optional":true},{"name":"GCP","optional":true},{"name":"JavaScript","optional":true},{"name":"Power Automate","optional":true},{"name":"PowerShell","optional":true},{"name":"Python","optional":true}],"status":"live","first_seen_at":"2026-10-28T16:35:35Z","employer_posted_date":null,"last_verified_at":"2026-10-28T16:35:35Z","board_verified":false,"closed_at":null,"days_open":2,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":2},"description":"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.\n\nThe candidate will have responsibilities across the following functions: \n\nAdvanced Product Support and Customer Ownership: \nInvestigate and resolve complex customer issues and critical incidents.\nLead customer troubleshooting calls, workshops, and incident reviews.\nPerform root cause analysis using logs, diagnostics, workflows, reports, and data analysis.\nProvide technical and functional guidance to customers and internal teams.\nMentor L1 engineers and contribute to team development.\n\nOperational Excellence and Reliability: \nParticipate in release management, release validation, deployment planning, and post- release monitoring.\nCoordinate patch management activities and customer communications.\nMonitor site reliability indicators, service health, and operational performance.\nParticipate in major incident response, disaster recovery drills, and business continuity exercises.\nIdentify trends and recommend improvements to reliability, observability, and customer experience.\n\nAutomation and Continuous Improvement: \nLeverage scripting, automation, AI-assisted tools, and workflow optimisation techniques.\nIdentify repetitive processes and drive operational efficiencies.\nContribute to support analytics, knowledge management, and process improvements.\n\nGlobal Support Coverage and Shift Flexibility: \n• Participate in rotational shifts, on-call schedules, and critical incident coverage when required.\n• Support customers across multiple geographies and time zones.\n• Provide support during releases, maintenance windows, upgrades, and service restoration activities.\n\nRequirements: \n4+ years supporting enterprise software or SaaS products.\nStrong troubleshooting, data analysis, and analytical problem-solving skills.\nAbility to analyse issues using Excel, reports, application data, logs, integrations, and support tools.\nExcellent communication, presentation, and customer engagement capabilities.\nExperience managing high-priority customer situations.\n4-8 years (indicative only).\nSkills, product aptitude, customer communication, and problem- solving ability are prioritised over tenure.\nOutstanding customer communication and presentation skills.\nDeep analytical and troubleshooting capabilities.\nStrong ownership and accountability.\nAbility to manage critical customer situations calmly and professionally.\nAutomation and continuous improvement mindset.\nPassion for learning product and domain knowledge.\n\nPreferred Skills: \nPharmacovigilance, Drug Safety, Clinical, Healthcare, or Life Sciences experience.\nAutomation, scripting, or software development experience (Python, PowerShell, JavaScript, Power Automate, AI-assisted workflows, etc. ).\nExperience with site reliability monitoring, observability, and production operations.\nCloud platform exposure (AWS, Azure, GCP).\nAdditional foreign language proficiency.\n\nSuccess Measures: \nCustomer Satisfaction (CSAT).\nMean Time to Resolution (MTTR).\nRoot cause analysis and issue resolution quality.\nCritical incident and escalation management.\nAutomation and process improvement contributions.\nCross-functional collaboration and product expertise.\nSkills\nDiagnostics, Incident, L2 Support Engineer, Logs, Product Support Engineer, Production Support Engineer, RCA, Root Cause Analysis, SaaS, Senior Application Support Engineer, Software, Troubleshooting","description_format":"text","description_chars":3658,"description_truncated":false,"requirements":{"experience_years_min":4,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Software","Operating Systems","Security 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