Description :

We are looking for a Product Support Engineer with strong analytical and troubleshooting skills to support our product ecosystem. The ideal candidate will have hands-on experience with monitoring and analytics tools (Kibana, Metabase, Grafana) and a solid understanding of APIs to diagnose, resolve, and communicate technical issues effectively.

Responsibilities :

- Provide L2/L3 product support for customer-reported issues.

- Investigate application logs, metrics, and dashboards using Kibana, Grafana, and Metabase.

- Analyse system behaviour, identify root causes, and recommend permanent fixes.

- Monitor production systems and proactively identify anomalies.

- Debug issues related to REST APIs, including request/response analysis.

- Work closely with engineering, product, and DevOps teams to resolve defects.

- Create and maintain support documentation, runbooks, and FAQs.

- Assist customers with product usage, integrations, and performance issues.

- Participate in incident management and post-incident reviews.

- Ensure timely resolution in line with SLAs.

Requirements :

- Experience with Kibana (Elastic Stack) for log analysis and troubleshooting.

- Strong hands-on experience with Grafana for monitoring and metrics visualisation.

- Experience using Metabase for data analysis and reporting.

- Solid understanding of RESTful APIs (HTTP methods, status codes, authentication).

- Ability to analyse JSON payloads and API logs.

- Familiarity with SQL for querying databases.

- Knowledge of Linux/Unix systems and basic shell commands.

- Experience with ticketing tools (Jira, Zendesk, ServiceNow, etc.).

- Strong problem-solving and communication skills.

- Exposure to ElasticSearch, Prometheus, or OpenTelemetry.

- Understanding of microservices architecture.

- Basic scripting knowledge (Python, Bash).

- Experience supporting SaaS or cloud-based applications (AWS/GCP/Azure).

- Knowledge of CI/CD pipelines and deployment processes.