The Role
Provide technical product support by monitoring applications, diagnosing production issues, analyzing logs, resolving customer escalations, and meeting SLAs. Document troubleshooting in an AI-searchable knowledge base, perform code fixes and health checks, automate reporting and maintenance, and develop monitoring and anomaly detection. Partner with developers, product, and business teams to improve products, implement AI-assisted support workflows, and train customers during onboarding and ongoing use.
Summary Generated by Built In
Fynd is a frontier technology company. We started at the intersection of technology and retail because that is where technology was the least available. Over the years, we became one of India’s largest retail technology platforms. But retail was the entry point, not the boundary.
Today, Fynd builds intelligent software that runs business operations. Not tools that help people work faster, but systems that absorb entire functions: manufacturing, marketing, logistics, commerce, quality control. We sit inside our customers’ businesses, harvest deep domain context, and build AI systems that operate autonomously. We are expanding from retail into manufacturing, generative media, physical AI, and healthcare.
What You'll Do
- Be a subject matter expert of product
- Document troubleshooting and problem resolution steps — including building an AI-searchable knowledge base so common issues can be resolved faster (by humans or bots)
- Monitor alerting channels, analyze problems, diagnose and do occasional code fixes with low to medium complexity
- Use AI copilots/LLM tools (e.g. Claude, ChatGPT) to speed up log analysis, root-cause investigation, and drafting fixes
- Taking ownership of technical issues and working closely with developers to resolve more complicated problems
- Work closely with product and developers to enhance the quality of existing products
- Advocate internally for customer needs—be the technical voice of the customer
- Resolve escalated customer complaints without the need for team lead intervention
- Address urgent issues quickly, work within and measure against customer SLAs
- Train and coach customers to a successful onboarding process and ongoing usage
- Automate scripts/tasks for reporting and maintenance; build anomaly detectors and alerting wherever applicable — including exploring AI/ML-based anomaly detection for proactive issue identification
- Experiment with and help implement AI-assisted support workflows (auto-triage, ticket summarisation, suggested responses) to reduce resolution time
- Develop smaller complexity features/enhancements in existing products
- Perform in-depth research and identify sources of production issues surrounding the application
- Work closely with business in managing day-to-day issues, and resolve user queries
- Perform daily health checks of the application, job schedules and infrastructure supporting the application
- Develop and facilitate monitoring systems to identify issues before they happen
- Work backward with the Product team to improve the product as per feedback/issues — and flag opportunities where AI could improve product usability, support, or internal ops
Some specific Requirements:
- 1+ yr of experience as Product Support Engineer
- Experience in providing support for ETL or data warehousing is preferred
- Good understanding of Unix and Databases concepts
- Experience working with SQL and No-SQL databases and writing simple queries to debug issues
- Being able to creatively come up with solutions for various problems and implement them
- Experience working with REST APIs and debugging requests/responses using tools like Postman
- Quick troubleshooting and diagnosing skills
- Knowledge of customer success processes
- Experience in document creation
- High availability for fast response to customers
- Language knowledge required in one of NodeJs, Python, Java
- Hands-on familiarity with AI/LLM tools for productivity — prompting effectively for debugging, documentation, or code review is a strong plus
- Basic understanding of how AI/ML models work (e.g. what makes a good anomaly detector, how LLM-based chatbots handle intent) is a bonus, even without hands-on ML experience
- Background in AWS, Docker, Kubernetes, Networking — an advantage
- Experience in SAAS B2B software companies — an advantage
- Ability to join the dots around multiple events occurring concurrently and spot patterns
What do we offer?
Growth
At Fynd, growth is limitless. We nurture a culture that encourages innovation, embraces challenges, and supports continuous learning. As we expand into new product lines and global markets, we’re seeking talented individuals eager to grow with us.
We believe in empowering our people to take ownership, lead with confidence, and shape their careers.
- Learning Wallet: Enrol in external courses or certifications to upskill—we’ll reimburse the costs to support your development.
Culture
We believe in building strong teams and lasting connections.
- Regular community engagement and team-building activities
- Biannual events to celebrate achievements, foster collaboration, and strengthen our workplace culture
Wellness
Your well-being is our priority. Comprehensive Mediclaim policy for you, your spouse, children, and parents
Work Environment
We thrive on collaboration and creativity. Our teams work from the office five days a week to encourage open communication, teamwork, and innovation.
Join us to be part of a dynamic environment where your ideas make an impact!
Skills Required
- At least 1 year of experience as a Product Support Engineer
- Good understanding of Unix and database concepts
- Experience with SQL and NoSQL databases, including writing simple debugging queries
- Ability to creatively develop and implement solutions to technical problems
- Experience with REST APIs and debugging requests and responses using tools such as Postman
- Strong troubleshooting and diagnosis skills
- Knowledge of customer success processes
- Experience creating technical documentation
- High availability for rapid customer response
- Knowledge of at least one of Node.js, Python, or Java
- Experience supporting ETL or data warehousing
- Hands-on familiarity with AI and LLM tools for debugging, documentation, or code review
- Basic understanding of AI/ML models, anomaly detection, and LLM chatbot intent handling
- Background in AWS, Docker, Kubernetes, and networking
- Experience in B2B SaaS software companies
- Ability to identify patterns across multiple concurrent events
Am I A Good Fit?
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The Company
What We Do
Fynd is India's largest omnichannel ecosystem and multi-platform tech company. Headquartered in Mumbai and founded by Farooq Adam, Harsh Shah, and Sreeraman MG in 2012. We have modernized retail strategies for more than 1000 brands & created a rich suite of tech products. Rooted in technology & innovation, we have products in applied machine learning, big data, gaming+crypto, image editing, and learning space. Our constant innovation and expertise in technology has been noticed worldwide. Fynd made it to Fast Company's list of Top 10 most innovative Asia-Pacific companies of 2022. We are a fast growing team of 1000+ fun, skilled and ambitious people. We explore the unexplored, innovate unafraid, and have the time of our life while we do. Be a part of the new. Join us. For more information about our products, visit us at www.omnifynd.com
