Product Support Engineer

About the Role

Tartanhq is looking for a proactive and technically strong Product Support Engineer to join our dynamic team in Gurugram, India. This role is crucial for maintaining the high availability and reliability of our platform. You will serve as the ultimate escalation point for product and technical support, requiring a deep understanding of backend systems, APIs, and databases. Your primary focus will be diagnosing and resolving complex production issues.

Key Responsibilities

L3 Technical Support and Issue Resolution

• Own and resolve complex Level 3 production support tickets related to backend systems, integrations, and platform workflows.
• Diagnose issues across application, database, and infrastructure layers.
• Perform root cause analysis and implement permanent fixes.
• Collaborate with engineering teams to resolve critical production incidents.

Backend Troubleshooting and Debugging

• Debug and analyze Python-based backend services built using Django, FastAPI, or similar frameworks.
• Investigate API failures, integration issues, and data inconsistencies.
• Utilize logs, monitoring tools, and observability platforms to identify system bottlenecks.
• Troubleshoot asynchronous workflows, background jobs, and event-driven systems.

Database and Data Analysis

• Write complex SQL queries to investigate and resolve data-related issues.
• Analyze and fix issues related to MySQL or PostgreSQL databases.
• Perform data validation, reconciliation, and controlled data corrections.
• Support performance tuning and optimization.

Customer and Stakeholder Communication

• Respond to technical support queries and provide clear, timely updates to internal and external stakeholders.
• Work closely with customer success and product teams to ensure smooth issue resolution.
• Document known issues, workarounds, and resolutions.

Incident and Change Management

• Participate in incident response, escalation, and recovery processes.
• Support release monitoring and validation during production deployments.
• Contribute to post-incident reviews and preventive measures.

Automation and Continuous Improvement

• Identify recurring issues and build automation or monitoring to reduce manual intervention.
• Improve observability, alerting, and operational processes.
• Create scripts and tools using Python to enhance operational efficiency.

Qualifications

• Bachelor's degree in Computer Science or a related field.
• 1 to 3 years of experience in technical or product support for backend platforms.
• Strong experience with Python and backend systems.
• Proficiency in MySQL or PostgreSQL.
• Experience with REST APIs and integrations.
• Proven experience debugging production systems and distributed architectures.
• Hands-on experience with logs, monitoring, and debugging tools.
• Familiarity with cloud platforms such as AWS or GCP.
• Experience with background jobs, queues, and asynchronous processing.
• Excellent analytical and problem-solving skills.

Soft Skills

• Strong communication and customer-facing skills.
• Ability to thrive under pressure and manage multiple priorities effectively.
• Possess an ownership mindset and keen attention to detail.
• Effective collaboration skills across engineering, product, and customer teams.

Nice to Have

• Experience in fintech, SaaS, or integration platforms.
• Familiarity with Redis, caching, and performance troubleshooting.
• Exposure to Docker, microservices, and cloud-native environments.
• Experience in incident management and ITIL-based processes.
• Previous experience in a startup or fast-paced environment.