Senior Product Software Engineer

Position Summary

We are looking for a proactive and experienced a Senior Product Software Engineer with strong analytical skills and a deep passion for problem-solving to join our product engineering team. This role is critical in ensuring customer success by focusing on new development and act on customer-reported issues and product defects.

This is a hands-on development role, requiring deep technical expertise, root cause analysis skills, and the ability to deliver robust, high-quality and long-term code fixes. Your work will involve reproducing complex issues reported from production environments, identifying root causes, implementing sustainable fixes, and contributing to platform stability and customer satisfaction.

The ideal candidate brings strong debugging skills, a deep understanding of system internals, and the ability to navigate latest plus legacy codebases. You will work closely with development leads, QA, product managers, customer support teams to resolve issues that are often business-critical or technically complex.

This is a high-impact role where your contributions will directly improve the product's reliability, user trust, and engineering excellence, and you'll have the opportunity to leave your mark on core components of our system.

Education:

• Bachelor's in engineering or equivalentdegree.

Must have:

• 7+ years of experience in software development with at least 3+ years in debugging and fixing customer reported production issues.
• Strong experience in troubleshooting complex applications, systems, or network issues.
• Solid understanding of relevant technologies such as:
  • Application servers, SQL Server, C#, WebAPI
  • Proficiency with log analysis tools, monitoring systems, and debugging tools
  • Experience with development through proprietary language and custom wrappers
• Experience in C#, .NET Core/.NET Framework
• Experience in ticketing and incident management systems (e.g., ServiceNow, Salesforce, Jira)
• Strong problem-solving skills and the ability to work independently under pressure
• Excellent problem-solving, debugging, and analytical skills
• Ability to handle multiple issues simultaneously and prioritize work efficiently
• Strong communication skills to work effectively with customers, support teams, product teams, and engineering peers.
• Experience supporting mission-critical customer-facing applications
• Exposure to tools like InstaBug, SumoLogic, Splunk and Datadog.
• Adopts an automation-first approach, proactively embedding quality by designing and implementing required test cases during the development phase
• Experience with version control systems like Git
• Experience working in Agile environments, preferably SAFe

Nice to have:

• Experience with cloud platforms (Azure, AWS)
• Knowledge of CI/CD pipelines & DevOps concepts
• Hands-on usage of AI tools like copilot, spec & skill

Essential Duties and Responsibilities:

• Analyze and triage customer-reported issues to determine root causes.
• Debug, reproduce, and validate complex scenarios in the proprietary language/platform environment.
• Develop, test, and deliver high-quality code fixes and improvements that address defects effectively.
• Identify recurring issues and propose preventive measures or code refactoring opportunities.
• Collaborate with product engineering teams to ensure fixes align with product architecture and roadmap.
• Collaborate with development, QA, and infrastructure teams to resolve complex defects and performance issues.
• Analyze logs, monitor system behavior, and simulate problems to reproduce issues.
• Develop and maintain knowledge base articles, troubleshooting guides, and best practices.
• Participate in deployment validations, release support, and post-release monitoring.
• Implement workarounds, patches, or configuration changes as needed to restore service.
• Contribute to continuous improvement of issue resolution processes, tooling, and best practices.
• Identify areas for automation or process improvement to reduce future support incidents.
• Ensure timely and professional communication with customers and stakeholders during incident resolution.
• Guide and mentor juniors by sharing best practices and providing technical support.
• Stay up to date with industry trends and emerging technologies to bring innovative ideas to the team.

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