Product & Technical Support Enginee...

• Role Overview: Credable is seeking a Product & Technical Support Engineer – L1 to serve as the first point of contact for customers utilizing our Supply Chain Finance (SCF) product suite. This position blends product expertise with technical support skills, ensuring clients receive prompt and effective assistance regarding functionality, configurations, application issues, and infrastructure concerns.
• Location & Logistics: The role is based onsite at the client's office in Navi Mumbai. Candidates must be willing to work a rotational shift schedule (9 hours/day, 5 days/week) to support our global operations around the clock (24×7×365).

Key Responsibilities

Application Support:

• Serve as the primary responder for customer queries, incidents, and service requests via case management tools.
• Troubleshoot issues using Standard Operating Procedures (SOPs), deep product knowledge, and business process understanding. Escalate complex technical problems to engineering teams while adhering to strict Service Level Agreements (SLAs).
• Assist customers during User Acceptance Testing (UAT), configuration setup, transaction processing, and other critical activities.
• Analyze application and infrastructure logs to identify root causes of incidents affecting business systems. Maintain up-to-date technical documentation and knowledge articles.

Infrastructure Support:

• Monitor the health of Linux servers, Kubernetes clusters, scheduled jobs, queues, and related components on AWS cloud platforms.
• Perform operational tasks such as service restarts, performance monitoring (CPU/memory), and environment health checks.
• Collaborate with remote SRE/DevOps teams to support production deployments, patches, and infrastructure changes.

Communication & Soft Skills:

• Demonstrate excellent customer service etiquette, delivering a positive experience for every client interaction.
• Communicate technical concepts clearly in English (both written and verbal) to explain resolutions effectively.
• Show strong analytical problem-solving abilities to diagnose issues quickly under pressure.