Product Support Engineer

Job Title: Engineer - AWS, Azure, GCP, AKS

Experience: 6+ Years

Education: Any Graduate

Location: Mumbai

 

Job Description

 

Role Overview

This role acts as the critical operational bridge between:

• The in-house monitoring product development and QE team(s), 

• Internal ITSM/ticketing teams using ServiceNow, 

• Multiple enterprise DBA organizations across: 

• Oracle Database 

• Open-source database platforms (MySQL, PostgreSQL, MongoDB, Cassandra, etc.) 

• Microsoft SQL Server 

 

Key Responsibilities

Production Operations & Monitoring Support

• Provide operational ownership and production support for the in-house enterprise monitoring platform. 

• Monitor health, performance, alerting quality, and operational stability of monitoring services. 

• Analyze monitoring gaps, false positives, missed alerts, and operational inefficiencies. 

• Ensure monitoring coverage across Oracle, Open-source, and SQL Server database environments. 

 

Incident & Escalation Management

• Act as the operational point-of-contact during production incidents involving monitoring failures, alerting gaps, or infrastructure issues. 

• Coordinate incident triage across: 

• DBA teams, 

• Monitoring development teams, 

• Infrastructure teams, 

• Service management teams. 

• Drive bridge calls and ensure effective stakeholder communication during critical outages. 

• Perform root cause analysis (RCA) and post-incident operational reviews. 

 

ServiceNow & Ticket Workflow Coordination

• Work with ServiceNow for: 

• Operational escalations, 

• Service requests. 

• Review ticket quality and ensure operational accuracy of issue classification and routing. 

• Improve ticket workflows between DBA teams and monitoring platform support teams. 

• Collaborate with internal support organizations to streamline escalation processes.

Cross-Functional DBA Collaboration

• Collaborate closely with enterprise DBA teams supporting: 

• Oracle Database 

• MySQL 

• PostgreSQL 

• MongoDB 

• Apache Cassandra 

• Microsoft SQL Server 

• Cloud services (AWS, AZURE, GCP)

• Understand operational monitoring requirements specific to each database technology. 

• Work with DBAs to validate alert thresholds, event correlation, and monitoring accuracy. 

• Serve as the operational liaison between DBAs and monitoring team developers and QE. 

 

Operational Excellence & Reliability Engineering

• Identify recurring operational pain points and recommend automation opportunities. 

• Improve alert quality, event correlation, and monitoring reliability. 

• Participate in operational readiness reviews for new monitoring features. 

• Help define operational standards, playbooks, and escalation procedures. 

 

Monitoring & Observability Engineering

• Support enterprise observability initiatives involving: 

• Metrics, 

• Events, 

• Alerting, 

• Dashboards, 

• Health monitoring, 

• Incident correlation. 

• Work with both commercial and in-house monitoring systems. 

• Analyse operational telemetry to identify systemic reliability concerns. 

 

DevOps & CI/CD Enablement

• Collaborate with engineering teams to improve CI/CD pipelines. 

• Implement deployment strategies (blue-green, canary, rolling updates). 

• Advocate for reliability-focused design patterns. 

Security & Compliance

• Ensure infrastructure adheres to security standards and compliance requirements. 

• Participate in vulnerability assessments and remediation. 

 

Required Technical Skills

• Strong production support and operations experience in enterprise environments. 

• Strong experience with cloud platforms (AWS, Azure, or GCP). 

• Expertise in monitoring & observability tools (e.g., Prometheus, Grafana, Datadog, or in-house tools). 

• Working knowledge of: 

• ServiceNow 

• Incident workflows, 

• Escalation management, 

• Operational support models. 

• Exposure to database technologies including: 

• Oracle Database 

• Microsoft SQL Server 

• MySQL 

• PostgreSQL 

• NoSQL ecosystems preferred. 

• Strong understanding of: 

• Linux systems, 

• Infrastructure monitoring, 

• Alerting concepts, 

• Production operations. 

• Experience supporting 24x7 enterprise production environments. 

 

Preferred Qualifications

• Experience working with in-house monitoring or observability product teams. 

• Familiarity with SRE/DevOps operational practices. 

• Exposure to enterprise event management systems.

• Knowledge of automation/scripting (Python, Shell, PowerShell). 

• Experience handling high-severity production incidents.

 

Critical Non-Technical Skills

An ideal candidate must demonstrate:

Operational Intuition

• Ability to detect operational anomalies early. 

• Strong troubleshooting instinct and pattern recognition. 

• Fearless Communication

• Ability to speak confidently during incidents and escalations. 

• Comfortable engaging senior stakeholders and multiple technical teams. 

• Cross-Team Collaboration

• Ability to coordinate effectively across DBA teams, support organizations, and development groups. 

• Calmness Under Pressure

• Structured decision-making during high-severity incidents. 

• Ownership Mindset

• Drives issues to closure rather than relying solely on assigned ownership boundaries. 

• Investigative Curiosity

• Continuously analyses why operational failures occur and how they can be prevented. 

Preferred Qualifications

• Certifications in cloud platforms (AWS/Azure/GCP). 

• Familiarity with SRE/DevOps operational practices. 

• Exposure to enterprise event management systems.

• Knowledge of automation/scripting (Python, Shell, PowerShell).

About UsDatavail is a leading provider of data management, application development, analytics, and cloud services, with more than 1,000 professionals helping clients build and manage applications and data via a world-class tech-enabled delivery platform and software solutions across all leading technologies. For more than 17 years, Datavail has worked with thousands of companies spanning different industries and sizes, and is an AWS Advanced Tier Consulting Partner, a Microsoft Solutions Partner for Data & AI and Digital & App Innovation (Azure), an Oracle Partner, and a MySQL Partner. About the Team