Product Support Manager

The Role:

The role of the Product Support Engineer is a technical role that ensures the stability, integrity, and efficient operation of the platform / system and services. High Impact production issues often require coordination between multiple Development, Operations and IT Support groups, so you get to experience a breadth of impact with various groups.

Roles and Responsibilities:

• Logging and keeping records of various issues to help the team prioritize fixes and automations, along with measuring the product quality.
• Documenting troubleshooting and problem resolution steps.
• Monitor alerting channels, analyze problems, diagnose and do occasional code fixes with low to medium complexity.
• Taking ownership of technical issues and working closely with developers to resolve more complicated problems.
• Work closely with product and developers to enhance the quality of existing products.
• Resolving escalated customer complaints without the need for team lead intervention.
• Address urgent issues quickly, work within and measure against customer SLAs.
• Write scripts (shell, python, ruby, php) and aggressively automate manual / repetitive tasks.
• Automate scripts / tasks for reporting and maintenance; and build anomaly detectors and alerting wherever applicable.
• Develop smaller complexity features/enhancements in existing products.
• Perform in-depth research and identify sources of production issues surrounding the application.
• Work closely with business in managing day to day issues, and resolve user queries.
• Perform daily health checks of the application, job schedules and infrastructure supporting the application.
• Develop and facilitate monitoring systems to identify issues before they happen.
• Identify, develop and design features to solve patterns of problems to stabilize production systems.

Mandatory Qualifications:

• Knowledge of Unix / Linux based systems.
• 9+ years of experience working with MySQL and Redis and writing simple queries to get data for debugging issues. 3 years of experience working as a people manager.
• Being able to creatively come up with solutions for various problems and implement them.
• An in-depth understanding of the different products and ability to navigate through the code to debug and small fixes.
• Hands on with any of the scripting languages like Bash, Python, PHP, Ruby.
• Excellent analytical and logical thinking.
• Quick troubleshooting and diagnosing skills.
• Problem solving and debugging skills.
• Ability to join the dots around multiple events occurring concurrently and spot patterns.
• Hardworking with strong work ethics.
• Should be comfortable working in shifts & on weekends.

Good to have:

• Prior production support experience.
• Prior programming experience.
• Familiarity with Apache, Sumologic, Grafana, Prometheus, Elasticsearch.
• Experience in dealing with RESTful web services is a plus.
• Worked with queues and understands cron jobs