Product Support Specialist

Job Title / Primary Skill: Senior Product Support Technical Advisor

Years of Experience: 8 to 12 years

Job Location: Bangalore (Hybrid)

Must Have Skills: python, Node.js, SQL/NO SQL(PostgreSQL, MongoDB), (AWS/Azure/GCP), Docker/Kubernetes, and CI/CD pipelines

Job Description Summary

Job Overview

• The Senior Product Support Technical Advisor for the SCION Delivery Platform (SDP) plays a critical role in ensuring the stability, reliability, and customer success of IQVIAs strategic data delivery platform. This role acts as a technical escalation point across Product Support, Platform Engineering, DaaS, and Operations, bridging product functionality and operational excellence.

Technical Skills

• Backend Technologies:

Strong working knowledge of Python (preferably FastAPI) and Node.js, with ability to debug production issues.

• Databases:

Proficiency in SQL and NoSQL databases (PostgreSQL, MongoDB) with experience diagnosing data and performance issues.

• Cloud & DevOps:

Experience supporting applications on AWS, Azure, or GCP, including familiarity with Docker, Kubernetes, and CI/CD pipelines.

• System Design & Architecture:

Solid understanding of microservices architecture, distributed systems, and system design patterns.

• Security:

Understanding of security best practices for cloudnative and enterprise applications.

Key Responsibilities / Essential Functions

Product & Platform Support

• Serve as a Senior Technical Advisor for complex SDP platform issues across nonproduction and production environments.
• Own endtoend incident triage, including problem identification, impact analysis, root cause analysis (RCA), and permanent remediation.
• Support QA, UAT, and production golives, including prerelease readiness, cutover support, and postrelease validation.
• Collaborate with Product, Engineering, DaaS Implementation, and Ops teams to diagnose and resolve platform and datarelated issues.
• Ensure SLA adherence, proactive communication, and timely resolution for customerimpacting incidents.
• Own endtoend problem resolution, coordinating across engineering, product, QA, cloud, and operations teams.
• Provide application production (warranty) support, including golive and postrelease stabilization.

Customer & Stakeholder Engagement

• Work closely with customers, project managers, and internal stakeholders to understand issues, clarify requirements, and provide technical guidance.
• Provide clear, customerready communication on incidents, risks, timelines, and resolutions.
• Support creation of weekly status reports, client updates, and executive snapshots related to SDP deliveries and operational health.
• Act as a trusted technical advisor for customers during onboarding, UAT, and postgolive phases.

Senior / lead role.

• Strong experience supporting highly available, multitenant SaaS platforms.
• Deep understanding of production support models, incident management, and problem management.
• Proven ability to work effectively in a fastpaced, customerfacing environment.
• Strong analytical, communication, and stakeholdermanagement skills.

Required Qualifications

• 8+ years of experience in product support, platform support, or SaaS operations, with at least 34 years in a senior / lead

Educational Qualification:

• BTech/BCA/BSc/MTech/MCA/MSc (bachelors degree required)
• Bachelor’s degree in computer science, Engineering, or a related field, or equivalent practical experience.