Product Support Engineer at Sails Software Inc

Visakhapatnam, Andhra Pradesh, India -

Full Time

Start Date

Immediate

Expiry Date

23 Apr, 26

Salary

0.0

Posted On

23 Jan, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

.NET Framework, C#, ASP.NET, MySQL, Redis, RabbitMQ, AWS, New Relic, Datadog, Troubleshooting, Problem-Solving, Communication, Time Management, Attention to Detail, Collaboration, Adaptability

Industry

Software Development

Description

Job Title: Production Support Engineer Years Exp: 1 to 4 years We are looking for a Production Support Engineer to join our dedicated Production Support Team. This role is critical for ensuring high-quality client support, maintaining system reliability, and allowing our engineering team to focus on feature development. You will work alongside another support engineer on the same shift, providing coverage during US business hours. When not handling support issues, you'll work on measurable, sprint-trackable items such as package updates, security fixes, and monitoring enhancements. Technology Stack Application: .NET Framework 4.7.2, ASP.NET Web Forms/MVC, C# Database: MySQL 8.0 Caching: Redis Message Queue: RabbitMQ, AWS SQS Search: Solr Monitoring: New Relic, Datadog, Pingdom, ELK Stack Cloud: AWS (EC2, RDS, S3, Lambda, CloudFront) Integrations: Twilio, Authorize.net, Background Screening providers Key Responsibilities Primary Responsibilities (Support & Monitoring) Client Issue Triage & Response Receive and categorize client-reported issues Classify priority (P1/P2/P3/P4) and severity Provide initial response within SLA timeframes (P1: 15min, P2: 1hr) Perform basic troubleshooting and investigation Investigation & Diagnosis Review logs and monitoring dashboards (New Relic, Datadog, ELK Stack) Query MySQL databases for data issues Reproduce and identify root causes Analyze error patterns and trends Issue Resolution Perform minor fixes (configuration changes, database query fixes) Execute service restarts and cache clearing Implement minor code hotfixes (with approval) Document resolution steps and procedures Ticket Management Create tickets in engineering board (Jira/Zendesk) for complex issues Categorize and prioritize accurately Update ticket status and document resolutions Maintain Support Issues Tracker daily Active Monitoring Monitor system health dashboards (New Relic, Datadog) Review alerts from monitoring tools (Pingdom, etc.) Monitor infrastructure load, traffic patterns, and performance metrics Proactively identify potential issues before they impact clients Engineering Collaboration Provide context to engineering team during handoffs Gather debugging information for complex issues Test fixes and coordinate deployments Escalate complex issues to Technical Lead or SRE team Secondary Responsibilities (Idle-Time Work Items) When no support issues are active, you'll work on measurable, sprint-trackable items: Package & Integration Updates Upgrade NuGet packages (.NET Framework 4.7.2 dependencies) Update third-party libraries and connectors Review and update external integration SDKs (Twilio, Authorize.net, Background Screening providers) Test compatibility after upgrades Security Vulnerability Remediation Review security scan results (Nessus, Qualys, Snyk, Dependabot) Fix identified low-to-medium severity vulnerabilities Update vulnerable dependencies Document security fixes Monitoring & Observability Enhancements Enhance RUM (Real User Monitoring) dashboards Add new APM (Application Performance Monitoring) metrics Create additional monitoring alerts and thresholds Improve log aggregation and searchability Build custom dashboards for key business metrics Code Quality & Maintenance Fix minor code quality issues (code smells, unused code) Update outdated comments and documentation Improve error handling and logging Refactor small, isolated code sections (with approval) Database & Infrastructure Maintenance Review and optimize slow database queries Update database indexes where needed Review Redis cache patterns Monitor RabbitMQ queue health Documentation & Knowledge Base Document common troubleshooting procedures Create runbooks for frequent issues Update system architecture diagrams Maintain knowledge base articles Technical Skills .NET Framework knowledge (C#, ASP.NET basics) SQL proficiency (MySQL queries, data investigation) Basic troubleshooting skills (logs, errors, debugging) Problem-solving ability (analytical thinking, root cause analysis) Communication skills (client-facing, technical documentation) Experience 1-4 years of experience in software development or technical support Experience with ticketing systems (Jira, Zendesk) - preferred Familiarity with monitoring tools (New Relic, Datadog, Pingdom) - preferred Understanding of AWS basics (EC2, RDS, S3) - preferred Knowledge of Redis, RabbitMQ basics - preferred Soft Skills Strong time management (handling multiple issues, prioritizing) Attention to detail (accurate issue categorization and documentation) Collaboration (working with engineering team, handoffs) Adaptability (learn-as-you-go approach, fast-paced environment) Client-focused mindset (ensuring SLA compliance, client satisfaction)

Responsibilities

The Product Support Engineer will triage and respond to client issues, perform troubleshooting, and monitor system health. They will also collaborate with the engineering team to resolve complex issues and document procedures.