Product Support Engineer

Product Support Engineer - Hyderabad

Are you an early-career technologist with a passion for tackling complex technical challenges, diving into data, and enhancing product experiences? ti Steps is seeking a dedicated Product Support Engineer to join our team in Hyderabad. This role is pivotal in providing technical expertise for our sophisticated, data-driven products. You will work collaboratively with our engineering, product, and operations teams to refine tools, optimize processes, and bolster system reliability.

What You'll Do:

• Leverage in-depth product and technical knowledge to expertly diagnose, troubleshoot, and resolve intricate product and platform issues.
• Analyze system behavior and data to pinpoint root causes, identify emerging trends, and uncover opportunities for product and operational enhancements.
• Develop and maintain automated tools, scripts, and diagnostic utilities to streamline support operations and minimize manual intervention.
• Contribute to our collective knowledge base by documenting solutions, crafting comprehensive troubleshooting guides, and improving self-service resources.
• Partner with cross-functional teams, including Engineering, Product, Sales, and Operations, to resolve complex challenges and optimize the overall customer product journey.
• Support new product launches and feature rollouts by assessing risks and validating support workflows to ensure operational readiness.
• Maintain a high standard of service by taking ownership of issues from start to finish, ensuring prompt and effective resolution.
• Be available for non-standard working hours and on-call rotations as needed to support our global operations.

What You Bring:

• A Bachelor's degree in Engineering, Computer Science, a related technical discipline, or equivalent practical experience.
• Demonstrated experience with data analysis, SQL, and web technologies.
• Flexibility to work non-standard hours according to operational demands.

Bonus Points:

• Experience in business analysis, analytics, dashboard development, and formulating data-driven recommendations.
• Exposure to technical product support, cloud support, quality engineering, or Site Reliability Engineering (SRE) environments.
• Familiarity with online advertising platforms, digital media technologies, or large-scale web-based products.

Join ti Steps in Hyderabad and help shape the future of our products!