The Role
Provides technical and production support by monitoring applications, alerts, logs, APIs, jobs, and workflows. Troubleshoots incidents, database and integration issues, and failed processes; escalates complex problems to engineering teams; coordinates with clients and internal stakeholders; documents incidents, root-cause inputs, handovers, and recurring issues. Requires rotational early-morning and evening shifts, independent investigation, effective communication, and timely incident resolution.
Summary Generated by Built In
Location: Bangalore
Employment Type: Full-time
Work Mode: On-site
Shift: Rotational shifts – 5:00 AM–10:00 AM and 6:00 PM–11:00 PM
Experience: 1–3 years
We are looking for a Technical Support / Production Support Engineer who will be responsible for monitoring production systems, identifying and troubleshooting issues, coordinating with internal engineering teams, and keeping clients informed about incidents and resolutions.
This role will act as a key liaison between our technology/engineering teams and clients, particularly during early-morning and evening operational hours. The person should be comfortable working independently, monitoring system health and logs, responding to incidents, and ensuring timely communication and resolution.
Key ResponsibilitiesProduction Monitoring & Incident Management
- Monitor application health, system alerts, logs, jobs, APIs, and production workflows.
- Identify errors, failures, performance issues, and unusual system behaviour.
- Perform initial troubleshooting and determine the impact and priority of incidents.
- Take appropriate corrective actions for issues that can be resolved independently.
- Escalate complex technical issues to the relevant engineering team with clear technical details.
- Track incidents through resolution and ensure proper closure.
Client Communication & Coordination
- Act as the first technical point of contact during assigned shifts for production-related issues.
- Communicate with clients regarding system issues, incidents, delays, and resolutions in a clear and professional manner.
- Provide timely updates to clients while an issue is being investigated.
- Coordinate with Product, Engineering, AI/Data, and Customer Success teams to resolve client-impacting issues.
- Ensure that client concerns are properly documented and followed through to closure.
Technical Troubleshooting
- Analyse application and system logs to identify the root cause of common issues.
- Troubleshoot API failures, data issues, job failures, integration problems, and application errors.
- Perform basic database queries and data validation where required.
- Restart/re-trigger failed processes or jobs where appropriate and authorised.
- Identify recurring issues and highlight them for permanent resolution.
- Support engineers in reproducing and investigating production issues.
Documentation & Process
- Maintain an incident and issue tracker with details of the problem, investigation, action taken, and resolution.
- Maintain shift handover notes to ensure continuity between shifts.
- Document recurring issues, troubleshooting steps, and known solutions.
- Prepare basic incident reports / RCA inputs for significant production issues.
- Follow defined escalation and incident management processes.
- 1–3 years of experience in Technical Support, Application Support, Production Support, NOC, or similar roles.
- Good understanding of application and system monitoring.
- Ability to read and interpret application/server logs.
- Basic knowledge of SQL and databases.
- Understanding of REST APIs, HTTP status codes, JSON, and API troubleshooting.
- Basic knowledge of Linux/Unix commands and command-line troubleshooting.
- Familiarity with tools such as log monitoring, ticketing, alerting, or monitoring platforms.
- Good troubleshooting and problem-solving ability.
- Comfortable coordinating with technical and non-technical stakeholders.
- Good written and verbal communication skills.
- Experience with Python, JavaScript, or any scripting language.
- Experience with PostgreSQL/MySQL or similar databases.
- Exposure to AWS/Azure/GCP or cloud-based applications.
- Familiarity with tools such as Grafana, Kibana/ELK, Datadog, Sentry, CloudWatch, or similar monitoring/logging tools.
- Experience supporting SaaS products or client-facing technology platforms.
- Basic understanding of CI/CD, Git, Docker, or microservices.
- Experience working in a rotational or shift-based production support environment.
- Someone who can take ownership of issues rather than simply raise tickets.
- Someone comfortable investigating problems independently before escalating.
- Strong attention to detail when analysing logs and identifying errors.
- Ability to remain calm and structured during production incidents.
- Good communication skills, particularly when explaining technical issues to clients.
- Willingness to work rotational shifts and coordinate effectively across teams.
- A proactive approach to identifying recurring problems and improving support processes.
The role will primarily operate in rotational shifts covering:
- Morning Shift: 5:00 AM – 10:00 AM
- Evening Shift: 6:00 PM – 11:00 PM
The engineer will be responsible for monitoring production systems during the assigned shift, responding to alerts/incidents, coordinating with relevant internal teams, communicating with clients where required, and completing a proper shift handover.
Key Success Metrics- Timely identification and acknowledgement of production incidents.
- Resolution of issues within defined timelines.
- Effective client communication during incidents.
- Reduction in recurring production issues.
- Accuracy and completeness of incident documentation and handovers.
- Effective coordination with Engineering and Customer Success teams.
Skills Required
- 1-3 years of experience in technical support, application support, production support, NOC, or similar roles
- Understanding of application and system monitoring
- Ability to read and interpret application and server logs
- Basic knowledge of SQL and databases
- Understanding of REST APIs, HTTP status codes, JSON, and API troubleshooting
- Basic knowledge of Linux or Unix commands and command-line troubleshooting
- Familiarity with log monitoring, ticketing, alerting, or monitoring platforms
- Strong troubleshooting and problem-solving ability
- Ability to coordinate with technical and non-technical stakeholders
- Good written and verbal communication skills
- Experience with Python, JavaScript, or another scripting language
- Experience with PostgreSQL, MySQL, or similar databases
- Exposure to AWS, Azure, GCP, or cloud-based applications
- Familiarity with Grafana, Kibana/ELK, Datadog, Sentry, CloudWatch, or similar monitoring and logging tools
- Experience supporting SaaS products or client-facing technology platforms
- Basic understanding of CI/CD, Git, Docker, or microservices
- Experience working in a rotational or shift-based production support environment
- Willingness to work rotational morning and evening shifts
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The Company
What We Do
Infilect is a pioneer in Visual Intelligence for worldwide Retail. With its global footprint, Infilect partners with Retail Brands and Retailers to help them super-charge their supply-chain and in-store operations. Infilect's SaaS products, that are based on patented AI and Image Recognition technology, provide exceptional speed, accuracy, sales lift, and cost savings to its enterprise customers. Infilect believes in the power of AI and Image Recognition to free humans of mental and physical drudgery so that they can do more with their time and capital. Hence, Infilect's products augment and empower the humans in the Retail Supply-Chain with automated Image Recognition. Infilect also believes in making "net-positive" impact in the world and contributing towards environmental sustainability. With this belief, Infilect solves large-scale & systemic problems with real-time & actionable AI solutions.
