Product Support Engineer II

The role

You will provide customer-focused application support for Syndigo SaaS products in a global 24x7 environment. You will own incidents and service requests, troubleshoot application issues, and collaborate with internal teams to meet SLAs.

What you will do

• Own assigned incidents and service requests from acknowledgement through resolution or controlled escalation.
• Provide application and configuration support for Syndigo SaaS products while meeting SLAs.
• Communicate with customers and internal stakeholders regarding impact, progress, and workarounds.
• Troubleshoot application behavior using logs, monitoring data, API traces, and configuration reviews.
• Resolve known and repeatable issues and apply approved workarounds.
• Investigate complex and non-standard issues and reproduce defects.
• Escalate issues with complete technical evidence.
• Collaborate with SRE, Engineering, Product, QA, Cloud Operations, Professional Services, and customer-facing teams.
• Support major incidents by following established incident-management processes.
• Identify recurring issues and contribute to root-cause analysis and documentation.

Required qualifications

• Bachelor’s degree or equivalent practical experience in Computer Science, Engineering, Information Technology, or a related discipline.
• L1: 2+ years of relevant experience in application, product, or technical support.
• L2: 4+ years of relevant experience, including ownership of complex application incidents and technical escalations.
• Experience supporting global customers through ticketing systems, email, remote troubleshooting, and phone or live-support channels.
• Excellent written and verbal communication, structured troubleshooting, and customer-handling skills.
• Hands-on support experience with SaaS applications hosted on public cloud platforms such as Microsoft Azure or AWS.
• Experience troubleshooting APIs using tools such as Postman.
• Working knowledge of data formats and configuration structures such as JSON, XML, and YAML.
• Ability to review application and system logs using monitoring or observability tools such as Kibana, Grafana, or equivalent platforms.
• Experience with ticketing and service-management tools such as Jira Service Management, ServiceNow, or equivalent.
• Understanding of Linux-based systems, microservices, and multi-tenant application environments.
• Exposure to data imports and exports, relationships, validations, workflow configuration, business rules, and reporting.

Nice to have

• Basic Java knowledge or the ability to read application code and stack traces
• Exposure to Docker, Kubernetes, or other container-orchestration platforms
• Familiarity with Nginx, Elasticsearch, MySQL, Kafka, and related application-platform technologies
• ITIL Foundation certification or practical experience with incident, request, problem, and change management
• Experience creating dashboards, operational reports, automation, monitoring alerts, or support knowledge content

About the company

Syndigo software makes product data complete and trusted across a commerce network of 15,000+ brands and 3,500+ retailers.