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Syndigo gets great products chosen. Every choice in commerce, whether by a shopper, a search engine, a marketplace, or an AI assistant, is made on product data, and our software makes that data complete and trusted and moves it across the industry's largest two-sided commerce network: 15,000+ brands and 3,500+ retailers. Companies like AutoZone, Colgate-Palmolive, Dole International, Unilever, and Walgreens trust Syndigo to get their products chosen. Learn more at www.syndigo.com.
**This is a hybrid position that requires 3 days per week in office at our Bangalore location**
L1 Support Role provides reliable, customer-focused application support for Syndigo SaaS products in a global 24x7 environment. The role covers incident and service-request ownership, troubleshooting, SLA adherence, clear communication, knowledge management, and continuous improvement. L1 focuses on intake, triage, standard resolution and escalation.
HOW WE’LL BE WINNING TOGETHER DAY TO DAY
- Own assigned incidents and service requests from acknowledgement through resolution or controlled escalation.
- Provide application and configuration support for SaaS products while meeting response, update and resolution SLAs.
- Communicate clearly with customers and internal stakeholders, including impact, progress, workarounds, next steps and closure confirmation.
- Troubleshoot application behavior using logs, monitoring data, API traces, configuration review, data validation and controlled testing in lower environments.
- Protect customer information and follow security, change, access and production-support procedures.
- Document troubleshooting steps, resolutions, known errors, workarounds and reusable knowledge articles.
- Participate in shift handovers, operational reviews, ticket-quality checks and continuous improvement activities.
- Collaborate with other support levels, L2, SRE, Engineering, Product, QA, Cloud Operations and customer-facing teams when required.
- Hands-on support exposure to SaaS applications hosted on public-cloud platforms such as Microsoft Azure or AWS.
- API troubleshooting using tools such as Postman, including request/response analysis, authentication, status codes and payload validation.
- Working knowledge of data formats and configuration structures such as JSON and XML.
- Ability to review application and system logs using monitoring or observability tools such as Kibana, Grafana or equivalent platforms.
- Experience with ticketing and service-management tools such as Jira Service Management, ServiceNow or equivalent.
- Understanding of Linux-based systems, microservices and multi-tenant application environments.
- Exposure to data imports and exports, relationships, validations, workflow configuration, business rules and reporting.
Qualifications
- Bachelor's degree or equivalent practical experience in Computer Science, Engineering, Information Technology or a related discipline.
- Typically, 2+ years of relevant experience in application, product or technical support.
- Experience supporting global customers through ticketing systems, email, remote troubleshooting and phone or live-support channels.
- Excellent written and verbal communication, structured troubleshooting and customer-handling skills.
- Willingness to work in a 24x7 shift roster, including weekends and holidays as scheduled.
Nice to Have
- Basic Java knowledge or the ability to read application code and stack traces.
- Exposure to Docker, Kubernetes or other container-orchestration platforms.
- Familiarity with Nginx, Elasticsearch, MySQL, Kafka and related application-platform technologies.
- ITIL Foundation or practical experience with incident, request, problem and change management.
- Experience creating dashboards, operational reports, automation, monitoring alerts or support knowledge content.
To achieve the best version of our organization, we know it takes new ideas, new approaches, new perspectives and new ways of thinking. A purpose we are 100% committed to cultivating. Diversity is woven into our fabric at Syndigo and it’s how we stay an industry leader, innovating technology solutions that equip our customers with everything they need to be successful!
All are welcome here and we invite you to join our team if you are ready to help us continue that growth!
GDPR/CCPA
Syndigo, to process applications, holds onto data for a "reasonable time" after applications are submitted. This data is stored for Syndigo's internal use by HR/Recruiting Staff only. Verified requests for data deletion and exports will be completed upon request.
Syndigo Job Applicant Privacy Notice
At Syndigo, we care about your privacy. As you go through our recruitment process, we are committed to being transparent about how we process your personal data. To learn more about how Syndigo processes your personal data, go to our Job Applicant Privacy Notice.
Skills Required
- Bachelor's degree or equivalent practical experience in Computer Science, Engineering, Information Technology, or a related discipline.
- Typically 2+ years of relevant experience in application, product, or technical support.
- Experience supporting global customers through ticketing systems, email, remote troubleshooting, and phone or live-support channels.
- Excellent written and verbal communication, structured troubleshooting, and customer-handling skills.
- Willingness to work a 24x7 shift roster, including weekends and holidays as scheduled.
- Hands-on support exposure to SaaS applications hosted on public-cloud platforms such as Microsoft Azure or AWS.
- API troubleshooting using tools such as Postman, including request/response analysis, authentication, status codes, and payload validation.
- Working knowledge of JSON and XML data formats and configuration structures.
- Ability to review application and system logs using Kibana, Grafana, or equivalent observability platforms.
- Experience with ticketing and service-management tools such as Jira Service Management, ServiceNow, or equivalent.
- Understanding of Linux-based systems, microservices, and multi-tenant application environments.
- Basic Java knowledge or ability to read application code and stack traces.
- Exposure to Docker, Kubernetes, or other container-orchestration platforms.
- Familiarity with Nginx, Elasticsearch, MySQL, Kafka, and related application-platform technologies.
- ITIL Foundation or practical experience with incident, request, problem, and change management.
- Experience creating dashboards, operational reports, automation, monitoring alerts, or support knowledge content.
Syndigo Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Syndigo and has not been reviewed or approved by Syndigo.
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Leave & Time Off Breadth — Time off options include generous PTO alongside parental/adoption, grandparent, and bereavement leave, plus paid volunteer time and Summer Fridays. Feedback suggests these policies are viewed as a strength that supports work–life balance.
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Healthcare Strength — Healthcare offerings include two Blue Cross Blue Shield medical plans (PPO and HDHP with HSA contribution), dental, vision via EyeMed, mental-health/EAP support, and life and disability coverage. Company materials and third‑party listings depict a comprehensive, modern health suite.
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Wellbeing & Lifestyle Benefits — Wellbeing and lifestyle perks include weekly meeting‑free quiet hours, a hybrid work rhythm, wellness programs, tuition reimbursement, recognition programs, and charitable gift matching. Feedback suggests these extras round out the package and are appreciated alongside core benefits.
Syndigo Insights
What We Do
Syndigo is the industry’s only trusted single-source provider of consumer product information and content from supply chain to end customer utilization, offering a powerful end-to-end product content experience across multiple industries. Syndigo is raising the standard of what great product experiences can be.
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