{"id":467242,"url":"https://alion.io/job/syndigo-product-support-engineer-ii","title":"Product Support Engineer II","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":"2026-10-26T05:57:25Z"}},"role":"Support","role_family":"Support","seniority":"middle","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":10500,"max_usd":24000,"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":false},{"name":"Azure","optional":false},{"name":"Grafana","optional":false},{"name":"Java","optional":false},{"name":"Jira","optional":false},{"name":"Kibana","optional":false},{"name":"Linux","optional":false},{"name":"Postman","optional":false},{"name":"ServiceNow","optional":false},{"name":"Apache Kafka","optional":true},{"name":"Docker","optional":true},{"name":"ElasticSearch","optional":true},{"name":"ITIL","optional":true},{"name":"Kubernetes","optional":true},{"name":"MySQL","optional":true},{"name":"Nginx","optional":true}],"status":"live","first_seen_at":"2026-09-02T06:30:20Z","employer_posted_date":"2026-09-02","last_verified_at":"2026-10-27T02:26:11Z","board_verified":true,"closed_at":null,"days_open":54,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":54},"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 2 days per week in office at our Bangalore location**\nIn this role, you will provide reliable, customer-focused application support for Syndigo SaaS products in a global 24x7 environment. You will own incidents and service requests, troubleshoot application issues, meet SLAs, communicate with customers and internal teams, and contribute to continuous improvement. The role can support either L1 or L2 responsibilities based on your experience and technical depth.\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 Syndigo 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 reviews, data validation, and controlled testing in lower environments.\nResolve known and repeatable issues, fulfil standard requests, and apply approved workarounds or configuration changes.\nInvestigate complex and non-standard issues, reproduce defects, validate fixes, and coordinate safe remediation or changes.\nEscalate issues with complete technical evidence, including business impact, troubleshooting performed, logs, timestamps, and reproduction details.\nCollaborate with SRE, Engineering, Product, QA, Cloud Operations, Professional Services, and customer-facing teams to resolve technical issues.\nSupport major incidents by following established incident-management processes and contributing to service restoration.\nIdentify recurring issues and contribute to root-cause analysis, corrective actions, known-error documentation, and problem prevention.\nDocument troubleshooting steps, resolutions, workarounds, and reusable knowledge articles.\nParticipate in shift handovers, operational reviews, ticket-quality checks, and continuous-improvement activities.\nFor L2 responsibilities, take ownership of complex technical escalations and perform deeper analysis across applications, APIs, data, configurations, integrations, and infrastructure dependencies.\nFor L2 responsibilities, provide technical guidance to L1 engineers, improve runbooks, and identify opportunities for automation and monitoring.\nWE SHOULD TALK IF THIS SOUNDS LIKE YOU\nBachelor’s degree or equivalent practical experience in Computer Science, Engineering, Information Technology, or a related discipline.\nL1: 2+ years of relevant experience in application, product, or technical support.\nL2: 4+ years of relevant experience, including ownership of complex application incidents and technical escalations.\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.\nHands-on support experience with SaaS applications hosted on public cloud platforms such as Microsoft Azure or AWS.\nExperience troubleshooting APIs 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, XML, and YAML.\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.\nL2: stronger diagnostic capability across integrations, databases, messaging, containers, and distributed application components.\nBasic Java knowledge or the ability to read application code and stack traces (preferred but not required).\nExposure to Docker, Kubernetes, or other container-orchestration platforms (preferred but not required).\nFamiliarity with Nginx, Elasticsearch, MySQL, Kafka, and related application-platform technologies (preferred but not required).\nITIL Foundation certification or practical experience with incident, request, problem, and change management (preferred but not required).\nExperience creating dashboards, operational reports, automation, monitoring alerts, or support knowledge content (preferred but not required).\nStrong customer-first mindset, ownership, attention to detail, and process discipline.\nAbility to remain calm and structured under pressure while managing multiple priorities.\nStrong collaboration skills and the ability to work effectively across distributed teams.\nCuriosity, learning agility, and a continuous-improvement mindset.\nWillingness to work in a 24x7 shift roster, including weekends and holidays as scheduled.\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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