Product Support Engineer

Key Responsibilities :

We are looking for a Product Support Engineer to join our team and act as the bridge between

our customers, product, and engineering teams. The ideal candidate will have a strong technical

background, problem-solving skills, and experience in debugging and resolving complex technical issues.

Technical Support & Troubleshooting

• Define and execute a product strategy that drives higher user engagement and activation.
• Provide Tier 2 & Tier 3 technical support for Grip Invests platform, APIs, and applications.
• Troubleshoot customer-reported issues, conduct root cause analysis, and escalate to engineering when necessary.
• Investigate logs, database queries, and system performance issues to diagnose problems.
• Use monitoring tools (e.g., New Relic, Grafana) to analyze system health and proactively address potential incidents.

Incident Management & Process Optimization

• Ensure timely resolution of technical issues within defined SLAs.
• Manage incident reporting, documentation, and resolution tracking.
• Optimize Jira Service Management/Freshdesk workflows for efficient support operations.
• Continuously improve product support processes with automation and best practices

Collaboration & Stakeholder Engagement

• Work closely with engineering, product, and QA teams to identify and resolve
• recurring issues.
• Partner with customer success and operations teams to enhance user experience and reduce friction points.
• Communicate technical solutions in a clear and user-friendly manner.

Compliance & Data Security

• Ensure compliance with CCPA, DPDPA, GDPR, and other financial regulations related to user data requests and security.
• Assist in audit and regulatory reporting for product-related incidents.

Technical Documentation & Knowledge Sharing

• Maintain and enhance internal knowledge base and technical documentation.
• Conduct training sessions for customer success teams on product troubleshooting and best
  practices.
• Document new findings and contribute to FAQs, technical articles, and troubleshooting guides.

Required Qualifications & Skills:

Technical Skills:

• 2-5 years of experience in a technical support or product support engineering role.
• Strong debugging skills with SQL, REST APIs, and log analysis.
• Hands-on experience with PostgreSQL, MySQL, or other relational databases.
• Familiarity with APM tools (New Relic, Grafana, or similar) for system monitoring.
• Experience with Jira Service Management, Confluence, and workflow automation.
• Understanding of network protocols, authentication mechanisms (OAuth, SSO),and cloud services (AWS/GCP/Azure).

Soft Skills:

• Excellent problem-solving skills and ability to work under pressure.
• Strong communication skills to explain technical concepts to non-technical users.
• Detail-oriented with a proactive approach to process improvements.
• Ability to multi-task, prioritize, and manage multiple support requests simultaneously.

Nice-to-Have Skills:

• Exposure to scripting languages (Python, JavaScript, or Shell scripting) for
• automating support tasks.
• Knowledge of financial regulations, fintech security best practices, or API authentication
• standards.
• Experience in incident management tools (PagerDuty, Opsgenie, or similar).