Product Support Engineer – SRE, QA

• Own client-reported issues end to end: triage, troubleshoot, resolve, and close the loop
• Serve as a trusted technical point of contact for clients
• Investigate logs, metrics, APIs, and data to identify root causes
• Escalate and partner with engineering on product defects
• Build and maintain runbooks, knowledge base articles, and support documentation
• Monitor production health and respond to incidents across AWS/Azure cloud environments
• Implement proactive monitoring and alerting
• Lead and contribute to blameless postmortems and drive fixes to completion
• Automate repetitive support and operational tasks
• Support secure, compliant, and resilient operations
• Test new features and releases with product and engineering teams
• Write and execute test plans, test cases, and regression suites
• Build and maintain automated tests and integrate them into CI/CD pipelines
• Convert client issues into test coverage
• Use AI tools for triage, troubleshooting, test generation, and documentation
• Test and validate AI-powered product features

• 4+ years in technical product support, support engineering, or SRE roles
• 2+ years of hands-on QA experience, including manual and automated testing
• Hands-on experience with AWS and/or Azure
• Strong troubleshooting skills across logs, APIs, databases, and distributed systems
• Working knowledge of SQL and at least one scripting language
• Experience with monitoring and observability tools
• Experience with test automation frameworks
• Familiarity with CI/CD pipelines and incident management practices
• Excellent communication skills, with the ability to explain technical issues to non-technical clients
• Strong multi-tasker, self-starter, and proactive team player
• Experience using or supporting AI/LLM-powered products, including testing AI outputs
• Highly regulated industry experience
• Experience in consulting or client-facing delivery roles
• Kubernetes and Terraform experience
• Cloud certifications (AWS, Azure)
• Agile experience
• Must be located in India

• Flexible, remote-first culture
• Continuous learning opportunities