Product Support Engineer | Global

Fynd is a frontier technology company. We started at the intersection of technology and retail because that is where technology was the least available. Over the years, we became one of India’s largest retail technology platforms. But retail was the entry point, not the boundary. Today, Fynd builds intelligent software that runs business operations. Not tools that help people work faster, but systems that absorb entire functions: manufacturing, marketing, logistics, commerce, quality control. We sit inside our customers’ businesses, harvest deep domain context, and build AI systems that operate autonomously. We are expanding from retail into manufacturing, generative media, physical AI, and healthcare. What You'll Do Be a subject matter expert of product Document troubleshooting and problem resolution steps — including building an AI-searchable knowledge base so common issues can be resolved faster (by humans or bots) Monitor alerting channels, analyze problems, diagnose and do occasional code fixes with low to medium complexity Use AI copilots/LLM tools (e.g. Claude, ChatGPT) to speed up log analysis, root-cause investigation, and drafting fixes Taking ownership of technical issues and working closely with developers to resolve more complicated problems Work closely with product and developers to enhance the quality of existing products Advocate internally for customer needs—be the technical voice of the customer Resolve escalated customer complaints without the need for team lead intervention Address urgent issues quickly, work within and measure against customer SLAs Train and coach customers to a successful onboarding process and ongoing usage Automate scripts/tasks for reporting and maintenance; build anomaly detectors and alerting wherever applicable — including exploring AI/ML-based anomaly detection for proactive issue identification Experiment with and help implement AI-assisted support workflows (auto-triage, ticket summarisation, suggested responses) to reduce resolution time Develop smaller complexity features/enhancements in existing products Perform in-depth research and identify sources of production issues surrounding the application Work closely with business in managing day-to-day issues, and resolve user queries Perform daily health checks of the application, job schedules and infrastructure supporting the application Develop and facilitate monitoring systems to identify issues before they happen Work backward with the Product team to improve the product as per feedback/issues — and flag opportunities where AI could improve product usability, support, or internal ops Some specific Requirements: 1+ yr of experience as Product Support Engineer Experience in providing support for ETL or data warehousing is preferred Good understanding of Unix and Databases concepts Experience working with SQL and No-SQL databases and writing simple queries to debug issues Being able to creatively come up with…