{"id":2552653,"url":"https://alion.io/job/syndigo-product-support-engineer-i","title":"Product Support Engineer I","company":{"id":179665,"name":"Syndigo","domain":"syndigo.com","url":"https://alion.io/company/syndigo","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"A","score":88,"open_postings":4,"ghost_share":0,"stale_share":0.5,"repost_share":0,"time_to_fill_p50_days":39,"computed_at":"2026-10-14T06:34:16Z"}},"role":"Support","role_family":"Support","seniority":"junior","employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Bengaluru, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":7000,"max_usd":19500,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":814},"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AWS","optional":false},{"name":"Azure","optional":false},{"name":"Grafana","optional":false},{"name":"Jira","optional":false},{"name":"Kibana","optional":false},{"name":"Linux","optional":false},{"name":"Postman","optional":false},{"name":"ServiceNow","optional":false},{"name":"SLI/SLO/SLA","optional":false},{"name":"Apache Kafka","optional":true},{"name":"Docker","optional":true},{"name":"ElasticSearch","optional":true},{"name":"GDPR","optional":true},{"name":"ITIL","optional":true},{"name":"Java","optional":true},{"name":"Kubernetes","optional":true},{"name":"MySQL","optional":true},{"name":"Nginx","optional":true}],"status":"live","first_seen_at":"2026-10-14T15:09:40Z","employer_posted_date":"2026-10-14","last_verified_at":"2026-10-14T18:20:36Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"Syndigo gets great products chosen. Every choice in commerce, whether by a shopper, a search engine, a marketplace, or an AI assistant, is made on product data, and our software makes that data complete and trusted and moves it across the industry's largest two-sided commerce network: 15,000+ brands and 3,500+ retailers. Companies like AutoZone, Colgate-Palmolive, Dole International, Unilever, and Walgreens trust Syndigo to get their products chosen. Learn more at www.syndigo.com.\n**This is a hybrid position that requires 3 days per week in office at our Bangalore location**\nL1 Support Role provides reliable, customer-focused application support for Syndigo SaaS products in a global 24x7 environment. The role covers incident and service-request ownership, troubleshooting, SLA adherence, clear communication, knowledge management, and continuous improvement. L1 focuses on intake, triage, standard resolution and escalation.\nHOW WE’LL BE WINNING TOGETHER DAY TO DAY\nOwn assigned incidents and service requests from acknowledgement through resolution or controlled escalation.\nProvide application and configuration support for SaaS products while meeting response, update and resolution SLAs.\nCommunicate clearly with customers and internal stakeholders, including impact, progress, workarounds, next steps and closure confirmation.\nTroubleshoot application behavior using logs, monitoring data, API traces, configuration review, data validation and controlled testing in lower environments.\nProtect customer information and follow security, change, access and production-support procedures.\nDocument troubleshooting steps, resolutions, known errors, workarounds and reusable knowledge articles.\nParticipate in shift handovers, operational reviews, ticket-quality checks and continuous improvement activities.\nCollaborate with other support levels, L2, SRE, Engineering, Product, QA, Cloud Operations and customer-facing teams when required.\nWE SHOULD TALK IF THIS SOUNDS LIKE YOU\nHands-on support exposure to SaaS applications hosted on public-cloud platforms such as Microsoft Azure or AWS.\nAPI troubleshooting using tools such as Postman, including request/response analysis, authentication, status codes and payload validation.\nWorking knowledge of data formats and configuration structures such as JSON and XML.\nAbility to review application and system logs using monitoring or observability tools such as Kibana, Grafana or equivalent platforms.\nExperience with ticketing and service-management tools such as Jira Service Management, ServiceNow or equivalent.\nUnderstanding of Linux-based systems, microservices and multi-tenant application environments.\nExposure to data imports and exports, relationships, validations, workflow configuration, business rules and reporting.\nQualifications\nBachelor's degree or equivalent practical experience in Computer Science, Engineering, Information Technology or a related discipline.\nTypically, 2+ years of relevant experience in application, product or technical support.\nExperience supporting global customers through ticketing systems, email, remote troubleshooting and phone or live-support channels.\nExcellent written and verbal communication, structured troubleshooting and customer-handling skills.\nWillingness to work in a 24x7 shift roster, including weekends and holidays as scheduled.\nNice to Have\nBasic Java knowledge or the ability to read application code and stack traces.\nExposure to Docker, Kubernetes or other container-orchestration platforms.\nFamiliarity with Nginx, Elasticsearch, MySQL, Kafka and related application-platform technologies.\nITIL Foundation or practical experience with incident, request, problem and change management.\nExperience creating dashboards, operational reports, automation, monitoring alerts or support knowledge content.\nDiversity, Equity & Inclusion\nTo achieve the best version of our organization, we know it takes new ideas, new approaches, new perspectives and new ways of thinking. A purpose we are 100% committed to cultivating. Diversity is woven into our fabric at Syndigo and it’s how we stay an industry leader, innovating technology solutions that equip our customers with everything they need to be successful! \nAll are welcome here and we invite you to join our team if you are ready to help us continue that growth! \nGDPR/CCPA\nSyndigo, to process applications, holds onto data for a \"reasonable time\" after applications are submitted. This data is stored for Syndigo's internal use by HR/Recruiting Staff only. Verified requests for data deletion and exports will be completed upon request.\nSyndigo Job Applicant Privacy Notice\nAt Syndigo, we care about your privacy. As you go through our recruitment process, we are committed to being transparent about how we process your personal data. 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