Senior Product Support Engineer

Senior Product Support Engineer Development + Technical Support Experience: 5–7 years Function: Product Engineering / Customer Success Employment type: Full-time Location: [Bangalore / Hybrid / Remote] Reports to: [Manager, Technical Support / Head of Engineering] About the role This is a hybrid engineering and support role for someone who is equally comfortable debugging a customer’s production issue and writing the code that stops it happening again. You will be the senior technical escalation point for our product across heterogeneous customer environments Windows, Linux and Solaris, integrated with enterprise Active Directory, SIEM platforms and a range of network infrastructure. Roughly half your time will be spent on deep troubleshooting and customer-facing escalation; the other half on building fixes, tooling, integrations and automation that reduce future ticket volume. We are looking for someone who treats a recurring support ticket as a defect to be engineered away, not a queue to be worked through. What you will do Troubleshooting and escalation Own Level 3 escalations end to endreproduce, diagnose root cause, and drive to resolution across OS, network, database and application layers Analyse logs, packet captures, stack traces, core dumps and performance counters to isolate faults in complex multi-vendor environments Diagnose issues spanning customer infrastructure boundaries: authentication, directory services, firewalls, proxies, certificates and network policy Work directly with customer IT, security and infrastructure teams, including during high-severity incidents Produce clear root cause analysis documents for customer and internal audiences Development Build and ship fixes, patches and product improvements in C# and Python Develop diagnostic tooling, log analysers, health-check scripts and automated reproduction harnesses Write and optimise SQL for investigation, data correction and performance analysis Build and maintain customer-facing integrationsActive Directory, SIEM connectors, APIs and data pipelines Contribute to product hardening: instrumentation, logging quality, error handling and observability Deployment and integration Support installation, upgrade and configuration of the product across Windows Server, Linux (RHEL/Ubuntu) and Solaris Configure and troubleshoot Active Directory / LDAP integration, Kerberos, SSO and certificate-based authentication Integrate product telemetry and event data with customer SIEM platforms Support cloud and hybrid deployments, including containerised environments Knowledge and enablement Maintain runbooks, knowledge base articles and troubleshooting guides Mentor junior support engineers and act as a technical reviewer on complex tickets Feed recurring issues and field insight back into the product roadmap Required skills and experience Experience 5–7 years in a combined engineering and technical support capacity,…