Job Title : Support Engineer

Location : Bengaluru

Department : Technology

Company : Chai Point (Mountain Trail Foods Pvt Ltd.)

About Chai Point :

The worlds largest Chai-led beverage platform, Chai Point, is an omni channel brand that started in 2011.

The Company reaches millions of customers every day through multiple touch points including retail stores, cloud kitchens, corporate offices and institutions, consumer packaged goods, and HORECA (hotels, restaurants, and QSRs).

myChai Brewing Bots system is a proprietary Cloud-connected Chai and coffee brewing technology platform that gives Chai Point the capability to brew fresh chai and coffee with consistent quality on a global scale.

Chai Point is present in India through its retail network of over 180 stores across 9 major cities and in over 3500 workplace community hubs across 119 cities through its specialised brewing systems.

With single origin tea from Assams finest estates and 100% single origin Arabica coffee beans from Rainforest Alliance certified estates of Chikmagalur, Karnataka, Chai Point is already serving over 700,000 cups every day.

Chai Point is the first company in India to launch environment-friendly heat retaining Chai flasks in 2016 that can keep the chai, coffee hot for up to 2 hours.

Chai Point is backed by marquee investors like Eight Roads Ventures (part of Fidelity Investments Inc.), Saama Capital, DSG, Paragon Partners and Kitara Capital.

The Company has raised over $50 million in funds till date.

Company Culture :

We are driven by our brand purpose Serve a great cup that brightens lives and brings people together.

As a beverage platform, we have a strong bias for technology.

We live with a sports credo.

We are here to win and that happens when teams perform well.

Collaborative mindset, happy positive attitude and an analytical mindset does wonders for us.

Smart but acidic; Performer but a loner ; Great pedigree but disdainful of a collaborative mindset these are all strict NO for us.

We are Passionate & we Innovate every day; we believe in being Detail Oriented as the difference between mediocrity & excellence is in the attention to details.

We are Happy Positive & move forward with a happy spirit and believe that solutions are easier to find when you have a smile on, Team Orientation & Ownership are qualities that have got us this far and will lead the way in making us the most lovable brand, if you think you resonate with what you just read.

We are an ideal match!!

Chai Point has taken a leadership role in its commitment to social responsibility.

Our priority was and is to move towards 100% plastic-free, recyclable usage of consumables.

By promoting recycling, fostering green procurement, reducing waste and exceeding regulatory requirements whenever possible, we aim to minimize our impact on the environment.

Role Overview :

We are looking for a Support Engineer with 23 years of experience in application support, debugging, cloud systems, and automation.

In this role, you will own L1 and L2 support, ensuring smooth functioning of our tech ecosystem across stores, warehouses, and IoT deployments.

You will collaborate closely with the Engineering (L3) team for root-cause analysis and permanent fixes, while also documenting solutions, creating SOPs, and driving process improvements.

This is a hands-on, high-impact role ideal for a quick learner who enjoys problem-solving, automation, and cross-functional collaboration

Key Responsibilities :

Support Ownership :

- Handle L1 and L2 support for production systems (POS, SCM, IoT, and internal tools).

- Troubleshoot, analyze, and resolve operational and technical issues.

- Coordinate with the Engineering team (L3) for code-level or architecture-level fixes.

- Ensure timely communication and resolution for all reported incidents.

Debugging & Troubleshooting :

- Analyze application logs, API responses, and cloud dashboards to identify issues.

- Debug backend and cloud level problems across AWS, databases, and microservices.

- Use monitoring tools to detect anomalies and take preventive action.

Documentation & Knowledge Management :

- Maintain detailed documentation of issues, resolutions, and escalation paths.

- Create and update SOPs, runbooks, and internal knowledge bases.

- Contribute to continuous improvement by identifying recurring issues and standardizing fixes.

Automation & AI Tools :

- Build small automations or scripts to streamline repetitive support workflows.

- Use AI tools (ChatGPT, Copilot, etc.) to assist in debugging, root-cause analysis, and report generation.

Cloud & Infrastructure :

- Work hands-on with AWS services like EC2, S3, RDS, Lambda, and CloudWatch.

- Support deployment validations, configuration checks, and environment monitoring.

Requirements :

- 23 years of experience in application or system support.

- Hands-on experience with at least one programming/scripting language (Python, JavaScript, or similar).

- Strong understanding of debugging principles and log analysis.

- Familiarity with AWS or similar cloud environments.

- Knowledge of APIs, SQL, and basic networking concepts.

- Excellent communication, documentation, and collaboration skills.

- Quick learner with a strong ownership mindset and curiosity to explore systems deeply

Good to Have :

- Experience with automation or AI-based tools for support workflows.

- Exposure to IoT, retail tech, or cloud-based distributed systems.

- Familiarity with monitoring and incident management tools (e.g., CloudWatch, Grafana, Kibana, Jira).