As a Product Support Engineer (L1) in the Product Support & Customer Excellence team, you will act as the vital bridge between Core Engineering and Customer support team . You will dive deep into customer-reported issues, analyze application logs and backend data, and drive resolutions. Working closely with Core Engineering, you will write, validate, and execute ad-hoc scripts under approval to resolve data/system issues while monitoring real-time application alerts to ensure high availability and continuous operational stability.
Cross-Functional Liaison: Act as the technical touchpoint between Customer Support, Product, and Core Engineering to investigate, escalate, and resolve complex L1 customer issues.
Troubleshooting & Technical Debugging: Diagnose, trace, and debug issues across multi-tier web and backend applications using application logs, system metrics, and backend database queries.
Scripting & Ad-hoc Execution: Draft, test, and deploy ad-hoc data/fix scripts in lower environments and execute them in Production following strict approval workflows from Core Engineering.
Application Alerting & Monitoring: Proactively monitor application performance alerts, error dashboards, and system health metrics to identify anomalies and address incidents before they impact customers.
Interim & Workaround Solutions: Formulate immediate workaround solutions or hotfixes for recurring issues to minimize customer downtime while long-term technical debt is addressed.
Knowledge Management: Maintain up-to-date internal Knowledge Base (KB) documentation and runbooks based on recent feature rollouts, bug fixes, and internal Knowledge Transfer (KT) sessions.
RequirementsQualifications & Requirements
Education: Bachelor’s or Master’s degree in Computer Science, Information Technology, or equivalent practical experience.
Experience: 2–5 years of experience in Product Support, SRE, L1 Support, or Cloud Operations.
Programming & Scripting: Practical proficiency in at least one modern language (Python, Java, or Ruby) for writing operational and fix scripts.
Database Management: Hands-on expertise writing SQL queries and inspecting data across relational databases (AWS RDS PostgreSQL / MySQL) and NoSQL databases (MongoDB).
Cloud Infrastructure: Strong working knowledge of major AWS Cloud Services (EC2, S3, CloudWatch, Lambda, RDS).
DevOps & CI/CD Fundamentals: Understanding of Git workflows (GitHub, GitLab, or Bitbucket), CI/CD pipelines, and Infrastructure as Code concepts (Terraform / CloudFormation).
System Operations: Comfortable navigating and troubleshooting across Linux/Unix environments.
Communication: Excellent written and verbal communication skills to clearly convey technical root causes to business stakeholders and core engineers.
Skills Required
- 3–5 years of hands-on experience in debugging, Python scripting, and production support in a technical environment
- Strong experience with Python for scripting and automation with Pandas
- Proficiency writing and optimizing queries for MySQL, PostgreSQL, MongoDB, Amazon Redshift, or similar databases
- Exceptional analytical and troubleshooting skills to diagnose and resolve production issues
- Ability to identify inefficiencies and implement solutions improving system reliability and workflows
- Excellent verbal and written communication skills for collaboration and documentation
- Familiarity with ETL pipelines, APIs, or data integration tools
- Exposure to Airflow, Pandas, or NumPy for data manipulation and debugging
- Familiarity with New Relic or Datadog production monitoring tools
- Experience with AWS, GCP, or Azure
- Basic knowledge of CI/CD pipelines for deployment support
What We Do
Yubi is the world's first possibility platform powering the discovery, investment, fulfilment of credit. We are re-defining global debt markets by freeing the flow of finance between borrowers, lenders, and investors. Yubi stands for ubiquitous, being present wherever our customers need us. From being a disruptor in India’s debt market to marching towards global corporate markets, we will unlock greatness together. We are on a mission to deepen and power the $120 Trillion global enterprise debt market which would unlock a GDP multiplier and thus, create massive economic value. The Yubi product suite is leading the empowerment of small, medium, and large enterprises on one side, and growing a healthy loan book for the larger Banking ecosystem on the other. As a debt platform for enterprises, lenders and investors, we offer the most comprehensive bouquet of debt products. Our suite of product offerings ensures that as a participant in the debt market - you find just what you are looking for! We believe that access to prudent finance is the right of all global citizens and that is what drives all of us here at Yubi. The future of finance starts here, propelled by technology, transparency, and mutual trust.
