Senior Product Support Engineer

Senior Product Support Engineer

Development + Technical Support

Experience: 5-7 years

Function: Product Engineering / Customer Success

Employment type: Full-time

Location: [Bangalore / Hybrid / Remote]

Reports to: [Manager, Technical Support / Head of Engineering]

About the role

This is a hybrid engineering and support role for someone who is equally comfortable debugging a customer’s production issue and writing the code that stops it happening again.

You will be the senior technical escalation point for our product across heterogeneous customer environments Windows, Linux and Solaris, integrated with enterprise Active Directory, SIEM platforms and a range of network infrastructure. Roughly half your time will be spent on deep troubleshooting and customer-facing escalation; the other half on building fixes, tooling, integrations and automation that reduce future ticket volume.

We are looking for someone who treats a recurring support ticket as a defect to be engineered away, not a queue to be worked through.

What you will do

Troubleshooting and escalation

• Own Level 3 escalations end to endreproduce, diagnose root cause, and drive to resolution across OS, network, database and application layers
• Analyse logs, packet captures, stack traces, core dumps and performance counters to isolate faults in complex multi-vendor environments
• Diagnose issues spanning customer infrastructure boundaries: authentication, directory services, firewalls, proxies, certificates and network policy
• Work directly with customer IT, security and infrastructure teams, including during high-severity incidents
• Produce clear root cause analysis documents for customer and internal audiences

Development

• Build and ship fixes, patches and product improvements in C# and Python
• Develop diagnostic tooling, log analysers, health-check scripts and automated reproduction harnesses
• Write and optimise SQL for investigation, data correction and performance analysis
• Build and maintain customer-facing integrationsActive Directory, SIEM connectors, APIs and data pipelines
• Contribute to product hardening: instrumentation, logging quality, error handling and observability

Deployment and integration

• Support installation, upgrade and configuration of the product across Windows Server, Linux (RHEL/Ubuntu) and Solaris
• Configure and troubleshoot Active Directory / LDAP integration, Kerberos, SSO and certificate-based authentication
• Integrate product telemetry and event data with customer SIEM platforms
• Support cloud and hybrid deployments, including containerised environments

Knowledge and enablement

• Maintain runbooks, knowledge base articles and troubleshooting guides
• Mentor junior support engineers and act as a technical reviewer on complex tickets
• Feed recurring issues and field insight back into the product roadmap

Required skills and experience

Experience

• 5-7 years in a combined engineering and technical support capacity, supporting an enterprise software product deployed in customer environments
• Demonstrable history of resolving complex, cross-system production issues

Operating systems

• Strong administration and troubleshooting on Linux (RHEL, CentOS, Ubuntu) systemd, journald, permissions, process and resource analysis, package management
• Windows Server administration - services, Event Viewer, registry, PowerShell, IIS, performance monitoring
• Working knowledge of Solaris or another commercial UNIX in a legacy enterprise context
• Shell scripting (Bash, PowerShell)

Identity and security

• Hands-on Active Directory integration: LDAP/LDAPS, Kerberos, group policy, service accounts, delegation, trusts
• Experience integrating applications with SIEM platforms (Splunk, QRadar, ArcSight, Microsoft Sentinel or equivalent) - log forwarding, syslog, CEF/LEEF, event normalisation
• Practical understanding of TLS/PKI, certificate management and common certificate failure modes

Networking

• Solid grounding in TCP/IP, DNS, DHCP, routing, NAT, firewalls, load balancers and proxies
• Ability to read and interpret packet captures (Wireshark, tcpdump) to isolate connectivity and latency issues

Development

• Proficient in C# / .NET
• Proficient in Python for automation, tooling and data processing
• Comfortable with Git, code review and CI/CD pipelines
• Ability to read unfamiliar production code and trace a fault to its source

Database

• Strong SQL against at least one of SQL Server, PostgreSQL, Oracle or MySQL
• Query performance analysis, indexing, execution plans, backup/restore, and basic administration

Cloud

• Working knowledge of at least one major cloud platform (Azure, AWS or GCP) - compute, networking, identity, storage and managed database services
• Familiarity with containerised deployment (Docker; Kubernetes an advantage)
• Understanding of hybrid architectures where product components span on-premises and cloud

Desirable

• Experience with email infrastructure and protocolsIMAP, SMTP, Exchange/EWS, Microsoft Graph
• Exposure to machine learning or classification systems in a production support context
• Infrastructure as code (Terraform, Ansible) and observability tooling (Grafana, ELK, Prometheus)
• Certifications: RHCE/RHCSA, Microsoft (Azure Administrator, Identity and Access Administrator), AWS Solutions Architect, CCNA, Security+
• Experience supporting regulated customers - financial services, healthcare or public sector
• Familiarity with ITIL incident, problem and change management

What we look for beyond the checklist

• Structured diagnostic thinking. You form hypotheses and test them rather than changing settings until something works.
• Comfort with ambiguity. Enterprise environments are undocumented and inconsistent; you find your own way in.
• Customer-grade communication. You can explain a Kerberos delegation failure to a CISO and to a junior admin, correctly, in the same afternoon.
• Composure under pressure. You are calm and credible on a Severity 1 bridge call.
• A bias toward permanent fixes. You are more interested in the third occurrence never happening than in closing the ticket quickly.