Product Support Engineer I

Job Summary

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 industrys 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.

This is a hybrid position that requires 3 days per week in office at our Bangalore location.

L1 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.

Responsibilities

• Own assigned incidents and service requests from acknowledgement through resolution or controlled escalation.
• Provide application and configuration support for SaaS products while meeting response, update and resolution SLAs.
• Communicate clearly with customers and internal stakeholders, including impact, progress, workarounds, next steps and closure confirmation.
• Troubleshoot application behavior using logs, monitoring data, API traces, configuration review, data validation and controlled testing in lower environments.
• Protect customer information and follow security, change, access and production-support procedures.
• Document troubleshooting steps, resolutions, known errors, workarounds and reusable knowledge articles.
• Participate in shift handovers, operational reviews, ticket-quality checks and continuous improvement activities.
• Collaborate with other support levels, L2, SRE, Engineering, Product, QA, Cloud Operations and customer-facing teams when required.

Requirements

• Hands-on support exposure to SaaS applications hosted on public-cloud platforms such as Microsoft Azure or AWS.
• API troubleshooting using tools such as Postman, including request/response analysis, authentication, status codes and payload validation.
• Working knowledge of data formats and configuration structures such as JSON and XML.
• 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.

Qualifications

• Bachelors degree or equivalent practical experience in Computer Science, Engineering, Information Technology or a related discipline.
• Typically, 2+ years of relevant experience in application, product or technical support.
• 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.
• Willingness to work in a 24x7 shift roster, including weekends and holidays as scheduled.

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 or practical experience with incident, request, problem and change management.
• Experience creating dashboards, operational reports, automation, monitoring alerts or support knowledge content.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.