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Product Support Engineer
Product Support Engineer
LogIQ Labs Pvt.Ltd.'s logo

Product Support Engineer

HR eShipz's profile picture
Posted by HR eShipz
2 - 3 yrs
₹4L - ₹10L / yr
Bengaluru (Bangalore)
Skills
Tech Support
SQL
skill iconPython

An L2 Technical Support Engineer with Python knowledge is responsible for handling escalated, more complex technical issues that the Level 1 (L1) support team cannot resolve. Your primary goal is to perform deep-dive analysis, troubleshooting, and problem resolution to minimize customer downtime and ensure system stability.

Python is a key skill, used for scripting, automation, debugging, and data analysis in this role.


Key Responsibilities

  • Advanced Troubleshooting & Incident Management:
  • Serve as the escalation point for complex technical issues (often involving software bugs, system integrations, backend services, and APIs) that L1 support cannot resolve.
  • Diagnose, analyze, and resolve problems, often requiring in-depth log analysis, code review, and database querying.
  • Own the technical resolution of incidents end-to-end, adhering strictly to established Service Level Agreements (SLAs).
  • Participate in on-call rotation for critical (P1) incident support outside of regular business hours.
  • Python-Specific Tasks:
  • Develop and maintain Python scripts for automation of repetitive support tasks, system health checks, and data manipulation.
  • Use Python for debugging and troubleshooting by analyzing application code, API responses, or data pipeline issues.
  • Write ad-hoc scripts to extract, analyze, or modify data in databases for diagnostic or resolution purposes.
  • Potentially apply basic-to-intermediate code fixes in Python applications in collaboration with development teams.
  • Collaboration and Escalation:
  • Collaborate closely with L3 Support, Software Engineers, DevOps, and Product Teams to report bugs, propose permanent fixes, and provide comprehensive investigation details.
  • Escalate issues that require significant product changes or deeper engineering expertise to the L3 team, providing clear, detailed documentation of all steps taken.
  • Documentation and Process Improvement:
  • Conduct Root Cause Analysis (RCA) for major incidents, documenting the cause, resolution, and preventative actions.
  • Create and maintain a Knowledge Base (KB), runbooks, and Standard Operating Procedures (SOPs) for recurring issues to empower L1 and enable customer self-service.
  • Proactively identify technical deficiencies in processes and systems and recommend improvements to enhance service quality.
  • Customer Communication:
  • Maintain professional, clear, and timely communication with customers, explaining complex technical issues and resolutions in an understandable manner.


Required Technical Skills

  • Programming/Scripting:
  • Strong proficiency in Python (for scripting, automation, debugging, and data manipulation).
  • Experience with other scripting languages like Bash or Shell
  • Databases:
  • Proficiency in SQL for complex querying, debugging data flow issues, and data extraction.
  • Application/Web Technologies:
  • Understanding of API concepts (RESTful/SOAP) and experience troubleshooting them using tools like Postman or curl.
  • Knowledge of application architectures (e.g., microservices, SOA) is a plus.
  • Monitoring & Tools:
  • Experience with support ticketing systems (e.g., JIRA, ServiceNow).
  • Familiarity with log aggregation and monitoring tools (Kibana, Splunk, ELK Stack, Grafana)



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Shubham Vishwakarma

Full Stack Developer - Averlon
I had an amazing experience. It was a delight getting interviewed via Cutshort. The entire end to end process was amazing. I would like to mention Reshika, she was just amazing wrt guiding me through the process. Thank you team.
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About LogIQ Labs Pvt.Ltd.

Founded :
2019
Type :
Services
Size :
20-100
Stage :
Raised funding

About

]eShipz: Simplifying Global Shipping for Businesses: At eShipz, we are revolutionizing how businesses manage their shipping processes. Our platform is designed to offer seamless multi-carrier integration, enabling businesses of all sizes to ship effortlessly across the globe. Whether you're an e-commerce brand, a manufacturer, or a logistics provider, eShipz helps streamline your supply chain with real-time tracking, automated shipping labels, cost-effective shipping rates, and comprehensive reporting.


Our goal is to empower businesses by simplifying logistics, reducing shipping costs, and improving operational efficiency. With an easy-to-use dashboard and a dedicated support team, eShipz ensures that you focus on scaling your business while we handle your shipping needs.


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