Product Support Engineer

Job Purpose :

The Product Support Engineer provides high-quality technical support, error triaging, and defect resolution for global clients utilizing Majesco's Cloud Insurance Core Platforms (Property & Casualty or Life, Accident & Health).

This role is a blend of deep technical troubleshooting (Java & SQL) and low-code product configuration to ensure client environments run reliably and meet core Service Level Agreements (SLAs).

Key Responsibilities :

- L2/L3 Technical Triage : Investigate, reproduce, and perform thorough root cause analysis on customer-reported incidents by examining application logs, web services, and application server configurations (such as Wildfly).

- Data Patches & Scripting : Write and execute database scripts (SQL/PL-SQL) to analyze data flow anomalies, prepare custom data patches, and safely deploy them to live environments through standard release processes.

- Low-Code Customization & Configuration : Modify business process flows, model mappings, and configuration rules using Majesco's proprietary toolsets, such as Insurance Content Designer (ICD) and Insurance Configuration Manager (ICM).

- Defect & Upgrade Lifecycle Management : Track ongoing issues through ITSM tools, collaborate closely with core Engineering teams for structural code fixes, and validate software upgrades/hotfixes.

- Customer Engagement : Represent Majesco technically when interfacing with customer stakeholders, keeping them well-documented on resolution steps and establishing deep technical confidence during critical platform issues.

Required Technical Skills :

- Databases : Strong proficiency in SQL and Oracle PL/SQL stored procedures and scripting.

- Backend Stack : Hands-on experience with Java/J2EE, Web Services (SOAP, REST), API testing tools (e. , Postman), and log analysis.

- Web Technologies : Competency in handling XML, XSL, HTML, and interpreting HTTP response codes.

- Application Infrastructure : Understanding of application servers (such as Wildfly, WebSphere, or JBoss) and structured environment setups.

Preferred Qualifications & Attributes :

- Experience : Generally requires a Bachelor's degree in Computer Science or IT with 3+ years of core experience in software development, production support, or technical triage.

- Domain Knowledge : Previous experience in the Insurance domain (P&C or L&AH) or an enterprise SaaS product environment is highly preferred.

- Mindset : A strong sense of urgency in meeting SLAs, combined with an analytical knack for isolating system bugs from data entry errors.

Skills

Technical Support, Product Support, Troubleshooting, Java, SQL, PL-SQL, Webservices