Junior Product Support Engineer

This role is for one of the Weekday's clients

Salary range: Rs 400000 - Rs 600000 (ie INR 4-6 LPA)

Experience: 1+ yrs

Location:Pune

Job Type: full-time

We are looking for a proactive and customer-focused Production Support Engineer to provide L1/L2 support for enterprise B2B applications and ensure the reliability of mission-critical production systems. This role is ideal for professionals with experience in production support, observability, and incident management who enjoy troubleshooting complex technical issues and delivering exceptional customer experiences. You will work closely with engineering, DevOps, product, and customer success teams to resolve production incidents, improve system stability, and maintain high service availability.

As a Production Support Engineer, you will serve as a key technical contact for enterprise customers, monitoring production environments, investigating application issues, performing root cause analysis, and driving continuous improvements to platform reliability. The ideal candidate has hands-on experience with Kibana, Grafana, SQL, cloud environments, and modern monitoring tools.

• Provide L1/L2 production support for enterprise B2B applications, ensuring timely resolution of production issues and customer requests.
• Act as the primary technical point of contact for enterprise customers, delivering clear communication and proactive issue updates throughout the incident lifecycle.
• Monitor application health, infrastructure, and system performance using observability tools such as Kibana, Grafana, and related monitoring platforms.
• Analyze application logs, metrics, SQL queries, APIs, and system behavior to identify root causes and resolve production issues efficiently.
• Perform production monitoring, troubleshooting, and incident management within cloud-based environments.
• Create, maintain, and optimize dashboards, alerts, and operational reports to improve system visibility and support proactive monitoring.
• Conduct detailed Root Cause Analysis (RCA) for production incidents and recommend preventive actions to enhance platform stability and reliability.
• Track incidents, service requests, and escalations using ticketing systems while ensuring compliance with defined SLAs.
• Collaborate closely with Engineering, DevOps, Product, and Customer Success teams to resolve customer-impacting issues and implement permanent solutions.
• Support deployment validation, production readiness activities, and continuous improvement initiatives to enhance operational efficiency.
• Prepare technical documentation, incident reports, knowledge base articles, and operational runbooks for ongoing support activities.

• 1–3 years of experience in B2B product support, production support, SaaS support, or application support roles.
• Hands-on expertise with Kibana, Grafana, and SQL for monitoring, troubleshooting, and performance analysis.
• Experience supporting enterprise customers and resolving complex production issues in mission-critical environments.
• Strong understanding of observability, incident management, production monitoring, and Root Cause Analysis (RCA).
• Experience debugging applications using logs, APIs, SQL queries, and system metrics.
• Familiarity with cloud platforms and production troubleshooting in modern distributed environments.
• Knowledge of dashboard creation, alert configuration, and operational reporting using monitoring and analytics tools.
• Experience working with Jira or similar incident and ticket management platforms is an advantage.
• Excellent analytical, communication, and stakeholder management skills with the ability to interact confidently with technical teams and enterprise customers.
• Self-motivated, detail-oriented, and committed to delivering reliable production support while continuously improving platform performance and customer satisfaction.