Job
Description
YOE: 2+ yrs Location: Bengaluru, on-site Notice Period : Need people who can join IMMEDIATELY Role Overview : As a Product Support Engineer , you’ll be the first point of contact for technical support , managing the full ticket lifecycle across Discord, support portals, and email. This role involves diagnosing issues related to AI/DevOps tools, ensuring SLAs are met, maintaining documentation , and advocating for the user experience. Required Skills: 2+ year in technical support, DevOps, or customer success for SaaS or developer tools Strong troubleshooting in web app stacks: MERN, HTTP, REST APIs, Git workflows, Auth Python skills (preferred for scripting/log analysis ) Familiar with ticketing tools ( Zendesk, Jira, Intercom ) and SQL/log querying Excellent communication skills for technical and non-technical users Experience working with SLAs and on-call support Key Responsibilities: Monitor and respond to support tickets ( Discord, Zendesk, Intercom ) Troubleshoot issues (e.g., credit-limit errors, Git integration, API issues ) Escalate incidents per SLA and support on-call engineering efforts Perform RCA and contribute to post-mortems Maintain knowledge base ( FAQs, macros, automation scripts ) Capture feature requests and pain points for product teams Track CSAT, SLA metrics, and improve support processes Nice-to-Have: Exposure to AI/ML, LLMs, or no-code/low-code tools Scripting in Bash, JavaScript Discord moderation, bot usage Basic knowledge of CI/ CD, containers, AWS/GCP Understanding of credit-based pricing workflows Note: Please read about Recro before applying! Show more Show less
