Kissht - Product Support Engineer - Grafana/NewRelic

ONEMI TECHNOLOGY SOLUTIONS PRIVATE LIMITED

Mumbai

3 - 5 Years

569+ Reviews

Technical Support Product Support Grafana NewRelic Datadog Ticketing System Monitoring Tools SQL Troubleshooting Scripting

Posted on: 03/11/2025

Job Description

Description :

Are you someone who enjoys diving into data, working with CRM tools, and collaborating across teams to drive business growth? Were looking for a proactive Product Support Engineer to support lead generation and operations.

In this role, youll work closely with sales, marketing, and leadership teams to analyze leads, troubleshoot basic issues, and optimize reporting to help boost conversions.

In this role, you'll be the first point of contact for production issues.

You'll monitor system health, investigate alerts, and work with Engineering, DevOps, Product, and Customer Support teams to fix problems fast.

From resolving customer support tickets to setting up alerts and dashboards, your work will directly impact the stability and reliability of our services.

If you're hands-on with monitoring tools, understand cloud basics, can dig into logs, and are eager to take ownership of production support, we'd love to connect with you.

Key Responsibilities :

- Monitor system health and performance using tools like Grafana, New Relic, Datadog, Sumo Logic, Dynatrace, etc.

- Create and maintain dashboards, alerts, and log queries to improve visibility and issue detection.

- Respond to and resolve support tickets by working closely with customer support and engineering teams.

- Use Jira to track issues, bugs, and tasks; keep them updated with clear status and progress.

- Document processes, known issues, and solutions in Confluence and maintain operational playbooks.

- Troubleshoot and analyze production issues using logs and monitoring data.

- Support root cause analysis and contribute to post-incident reviews.

- Assist in automating routine tasks and improving support workflows.

- Communicate effectively with both technical and non-technical stakeholders.

- Apply basic SQL and programming knowledge for debugging and data checks.

- Collaborate with engineering, DevOps, product, and customer support teams to ensure fast resolution and continuous improvement.

What Were Looking For :

- Tech / MCA in Computer Science, IT, or a related field.

- 3+ years of experience in a technical support, product support, or site operations role.

- Hands-on experience with monitoring and observability tools like Grafana, New Relic, Datadog, Sumo Logic, Dynatrace, etc.

- Experience in creating dashboards, setting up alerts, and analyzing logs.

- Working knowledge of Jira (issue tracking) and Confluence (documentation).

- Basic understanding of cloud platforms such as AWS or GCP.

- Strong problem-solving skills with a proactive mindset.

- Familiarity with SQL for basic querying and troubleshooting.

- Basic programming or scripting experience (e.g., Python, Bash).

- Good communication skills and ability to collaborate across teams (engineering, DevOps, product, and support).

About Kissht :

Kissht, a Great Place to Work certified organization, is a consumer-first credit app that is transforming the landscape of consumer credit.

As one of the fastest-growing and most respected FinTech companies, Kissht is a pioneer in data and machine-based lending.

With over 15 million customers, including 40% from tier 2 cities and beyond, we offer both short and long-term loans for personal consumption, business needs, and recurring expenses.

Founded by Ranvir and Krishnan, alumni of IIT and IIM, and backed by renowned investors like Endiya Partners, the Brunei Investment Authority, and the Singapore Government, Kissht is synonymous with excellence in the industry.

Join us and be a part of a dynamic, innovative company that is changing the future of financial technology.