Product Support Engineer

About Programmers Force

At Programmers Force, we design and deliver world-class AI, FinTech, and RegTech solutions that power global businesses. We are looking for a Product Support Engineer to ensure smooth operations, provide technical support to internal and external stakeholders, and help scale our growing product ecosystem.

Key Responsibilities

• Provide technical product support to clients and internal teams, ensuring timely resolution of issues.
• Act as the first point of contact for product-related incidents, troubleshooting, and bug reporting.
• Collaborate with engineering, QA, and DevOps teams to diagnose and resolve technical issues.
• Monitor system performance, logs, and alerts to proactively identify and prevent potential problems.
• Maintain knowledge base articles, FAQs, and technical documentation for recurring issues.
• Handle incident escalation and ensure proper communication with stakeholders until resolution.
• Assist with deployments, configuration, and integrations of products in client environments.
• Provide feedback to product teams on recurring problems and potential improvements.
• Ensure adherence to SLAs, uptime, and customer satisfaction metrics.

Requirements

• Bachelor’s degree in Computer Science, Software Engineering, or related field.
• 1–3 years of experience in a technical support or product support role.
• Strong understanding of web technologies (APIs, HTTP, JSON, databases, Linux/Unix).
• Hands-on experience with monitoring tools (Grafana, Datadog, Kibana, etc.) is a plus.
• Familiarity with ticketing systems (Jira, Zendesk, Freshdesk, etc.).
• Basic knowledge of cloud infrastructure (AWS, GCP, or Hetzner).
• Good understanding of SDLC and product lifecycle management.
• Excellent problem-solving, debugging, and communication skills.
• Ability to work under pressure and manage multiple priorities.