Product Support Engineer II

HOW WE’LL BE WINNING TOGETHER DAY TO DAY

• Own assigned incidents and service requests from acknowledgement through resolution or controlled escalation.
• Provide application and configuration support for Syndigo SaaS products while meeting response, update, and resolution SLAs.
• Communicate clearly with customers and internal stakeholders, including impact, progress, workarounds, next steps, and closure confirmation.
• Troubleshoot application behavior using logs, monitoring data, API traces, configuration reviews, data validation, and controlled testing in lower environments.
• Resolve known and repeatable issues, fulfil standard requests, and apply approved workarounds or configuration changes.
• Investigate complex and non-standard issues, reproduce defects, validate fixes, and coordinate safe remediation or changes.
• Escalate issues with complete technical evidence, including business impact, troubleshooting performed, logs, timestamps, and reproduction details.
• Collaborate with SRE, Engineering, Product, QA, Cloud Operations, Professional Services, and customer-facing teams to resolve technical issues.
• Support major incidents by following established incident-management processes and contributing to service restoration.
• Identify recurring issues and contribute to root-cause analysis, corrective actions, known-error documentation, and problem prevention.
• Document troubleshooting steps, resolutions, workarounds, and reusable knowledge articles.
• Participate in shift handovers, operational reviews, ticket-quality checks, and continuous-improvement activities.
• For L2 responsibilities, take ownership of complex technical escalations and perform deeper analysis across applications, APIs, data, configurations, integrations, and infrastructure dependencies.
• For L2 responsibilities, provide technical guidance to L1 engineers, improve runbooks, and identify opportunities for automation and monitoring.

WE SHOULD TALK IF THIS SOUNDS LIKE YOU

• Bachelor’s degree or equivalent practical experience in Computer Science, Engineering, Information Technology, or a related discipline.
• L1: 2+ years of relevant experience in application, product, or technical support.
• L2: 4+ years of relevant experience, including ownership of complex application incidents and technical escalations.
• Experience supporting global customers through ticketing systems, email, remote troubleshooting, and phone or live-support channels.
• Excellent written and verbal communication, structured troubleshooting, and customer-handling skills.
• Hands-on support experience with SaaS applications hosted on public cloud platforms such as Microsoft Azure or AWS.
• Experience troubleshooting APIs using tools such as Postman, including request/response analysis, authentication, status codes, and payload validation.
• Working knowledge of data formats and configuration structures such as JSON, XML, and YAML.
• Ability to review application and system logs using monitoring or observability tools such as Kibana, Grafana, or equivalent platforms.
• Experience with ticketing and service-management tools such as Jira Service Management, ServiceNow, or equivalent.
• Understanding of Linux-based systems, microservices, and multi-tenant application environments.
• Exposure to data imports and exports, relationships, validations, workflow configuration, business rules, and reporting.
• L2: stronger diagnostic capability across integrations, databases, messaging, containers, and distributed application components.
• Basic Java knowledge or the ability to read application code and stack traces (preferred but not required).
• Exposure to Docker, Kubernetes, or other container-orchestration platforms (preferred but not required).
• Familiarity with Nginx, Elasticsearch, MySQL, Kafka, and related application-platform technologies (preferred but not required).
• ITIL Foundation certification or practical experience with incident, request, problem, and change management (preferred but not required).
• Experience creating dashboards, operational reports, automation, monitoring alerts, or support knowledge content (preferred but not required).
• Strong customer-first mindset, ownership, attention to detail, and process discipline.
• Ability to remain calm and structured under pressure while managing multiple priorities.
• Strong collaboration skills and the ability to work effectively across distributed teams.
• Curiosity, learning agility, and a continuous-improvement mindset.
• Willingness to work in a 24x7 shift roster, including weekends and holidays as scheduled.

Diversity, Equity & Inclusion

To achieve the best version of our organization, we know it takes new ideas, new approaches, new perspectives and new ways of thinking. A purpose we are 100% committed to cultivating. Diversity is woven into our fabric at Syndigo and it’s how we stay an industry leader, innovating technology solutions that equip our customers with everything they need to be successful!

All are welcome here and we invite you to join our team if you are ready to help us continue that growth!

GDPR/CCPA

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