Product Support Engineer

Role Overview

We are looking for a technically strong and service-oriented Product Support Engineer to join our product support and engineering team.

This role primarily focuses on product support, troubleshooting, issue resolution and customer-facing technical assistance, while also contributing to software development, bug fixes, automation and product enhancements. You will work closely with our engineering, product and customer-facing teams to investigate complex product issues, identify root causes and deliver reliable solutions.

Key Responsibilities

Product Support & Troubleshooting (Primary Responsibility)

• Provide L1 / L2 / L3 technical product support for enterprise software applications.
• Investigate, troubleshoot and resolve complex application and production issues.
• Analyze customer-reported issues, reproduce problems and identify root causes.
• Handle and resolve technical support tickets within defined priorities and SLAs.
• Work closely with customers and internal teams to understand technical problems and provide effective solutions.
• Analyze application logs, database records, API responses and system behavior to diagnose issues.
• Escalate complex issues to the appropriate engineering teams with detailed technical analysis and reproduction steps.
• Monitor production environments and proactively identify potential application or system issues.
• Communicate technical issues and resolutions clearly to customers, Product, QA and Engineering teams.
• Document known issues, troubleshooting procedures, root causes and resolutions.
• Participate in production releases, incident resolution and post-incident analysis.

Software Development & Product Enhancement

• Develop and maintain web application components using Python, JavaScript, Angular, Node.js, C# and .NET.
• Develop bug fixes, patches and product enhancements.
• Build and maintain backend services, APIs and application components.
• Develop scripts and automation tools using Python to improve product support and operational efficiency.
• Participate in code reviews, debugging and software testing.
• Work with Engineering teams to improve product stability, performance and maintainability.
• Contribute to the automation of repetitive support, testing and troubleshooting activities.

Cloud, Database & Infrastructure Support

• Troubleshoot applications deployed on AWS environments.
• Work with AWS services and cloud infrastructure to investigate application issues.
• Work with Linux environments and command-line tools for application and production troubleshooting.
• Investigate issues involving databases, queries, data processing and application integrations.
• Work with SQL / MySQL and MongoDB for troubleshooting and data analysis.
• Troubleshoot REST APIs, web services and third-party integrations.

AI / LLM & Emerging Technologies

• Work with AI-powered features and applications integrated into our products.
• Support, troubleshoot and enhance applications using AI-assisted tools.
• Work with LLM APIs, prompt engineering, NLP and AI-based document processing.
• Assist in developing and integrating AI-powered automation and intelligent product capabilities.
• Stay current with emerging AI technologies and identify opportunities to improve product support and engineering processes.

Required Skills & Experience

• 3+ years of relevant product support experience.
• Strong troubleshooting, debugging and problem-solving skills.
• Experience supporting enterprise software products in production environments.
• Strong hands-on experience in:
• Python
• JavaScript
• Node.js
• Angular
• C# and .NET
• HTML / XHTML / CSS
• XML
• SQL / MySQL
• MongoDB
• AWS
• Linux
• Good understanding of REST APIs and web services.
• Experience analyzing application logs, database queries and production issues.
• Ability to understand complex software systems and trace issues across application, database and infrastructure layers.
• Strong written and verbal communication skills.
• Ability to work independently and collaborate effectively with Engineering, Product, QA and Customer Success teams.

Experience building AI-powered applications using:

• LLMs and NLP pipelines
• Prompt Engineering
• LLM APIs and integrations
• RAG (Retrieval-Augmented Generation)
• AI-powered document processing
• Machine Learning fundamentals

Preferred Experience

• Experience supporting Enterprise SaaS products.
• Experience in FinTech, RegTech, Compliance, ESG, Financial Reporting or Regulatory Reporting platforms.
• Knowledge of XBRL, iXBRL or structured data standards.
• Experience with AWS services and related cloud services.
• Experience with application monitoring, production deployments and incident management.
• Experience working in Agile/Scrum development environments.
• Experience working with distributed or remote teams.
• Experience interacting directly with enterprise customers or technical stakeholders.

Working Requirements

• This is primarily a product support role, with software development and product enhancement responsibilities.
• The position requires a willingness to work closely with customers and internal teams to resolve production-critical issues.
• Rotating shifts, including night shifts will be required during peak regulatory filing seasons.

Why Join Ez-XBRL?

• Be part of a fast-growing and innovation-driven technology company.
• Opportunity to work on cutting-edge solutions in regulatory, compliance, and digital reporting domains.
• Play a key leadership role in shaping products, engineering practices and team growth.
• Collaborate with talented professionals in a highly entrepreneurial environment.
• Opportunity to drive innovation through emerging technologies, including AI and automation.
• Fully remote work environment with significant ownership and impact