Sr Product Sppt Tech Advisor

Role overview

Workplace

• Hybrid work model with 1–3 days per week from the Bengaluru office.

Product and platform support

• Handle complex SDP issues across production and non-production environments; own triage, impact analysis, root cause analysis, and remediation.
• Support QA, UAT, go-lives, release readiness, cutover, and post-release stabilization.
• Coordinate resolution with Product, Engineering, DaaS Implementation, QA, cloud, and Operations; maintain SLA adherence and timely customer updates.
• Track incidents and service requests through closure; improve support processes, SOPs, triage models, and RCA documentation.
• Improve monitoring, alerting, observability, backup, recovery, high availability, and operational automation.
• Troubleshoot microservices, APIs, databases, cloud infrastructure, logs, metrics, performance, reliability, and scalability.
• Contribute to patching, upgrades, vulnerability remediation, security, compliance, runbooks, and knowledge articles.

Required qualifications

• Bachelor’s degree in Computer Science, Engineering, or a related field, or equivalent practical experience.
• 8+ years in product support, platform support, or SaaS operations, including 3–4 years in a senior or lead role.
• Strong experience supporting highly available, multi-tenant SaaS platforms; deep knowledge of production support, incident management, and problem management.
• Strong analytical, communication, and stakeholder-management skills; effective in fast-paced, customer-facing work.

Technical skills

• Strong working knowledge of Python, preferably FastAPI, and Node.js, with ability to debug production issues.
• Proficiency in SQL and NoSQL databases.
• Troubleshooting includes microservices, APIs, databases, and cloud infrastructure.