Product Support Engineer

- 3+ years of experience in Product Support, Application Support, Technical Operations, or Software/Product Engineering roles. - Minimum 2 years of hands-on experience managing incidents in a production SaaS environment. - Experience coordinating software releases, deployments, and change management activities. - Exposure to Benefits Administration, HR Technology, Insurance Platforms, or Personalization solutions is an added advantage. - Willingness to work overlapping hours with the US Central Time zone (at least until Noon CT). - Availability to participate in on-call rotations and provide incident/release management support during weekends and after business hours. Technical Skills - Hands-on experience with ITSM tools such as ServiceNow, Jira Service Management, Azure DevOps (ADO), or similar platforms. - Strong SQL skills with the ability to query, analyze, and troubleshoot production data issues. - Experience with monitoring and log analysis tools such as Splunk, Datadog, Kibana, AppDynamics, or similar observability platforms. - Good understanding of REST APIs and experience troubleshooting integration and application issues. - Familiarity with CI/CD pipelines and release management tools such as Jenkins, GitHub Actions, Azure DevOps, or equivalent platforms. Core Competencies & Behavioral Skills - Ability to remain calm, organized, and decisive while managing high-priority production incidents. - Excellent verbal and written communication skills, with the ability to communicate effectively with both technical and business stakeholders. - Strong analytical and problem-solving mindset with attention to detail. - Proactive approach to documentation, knowledge sharing, and continuous process improvement. - Collaborative team player with a focus on identifying and mitigating risks before they impact customers. Preferred Certifications - ITIL v4 Foundation Certification (or willingness to obtain within six months of joining). - AWS Cloud Practitioner or equivalent cloud certification. - SAFe, PMP, or other project/program management certifications are desirable. - CompTIA, HDI, or related support and operations certifications are a plus. Key Success Metrics - P1/P2 incidents are resolved within agreed SLAs with timely and effective stakeholder communication. - Post-incident reviews (PIRs) are completed within five business days, with corrective actions tracked through closure. - Releases are executed successfully with minimal disruption and no avoidable rollbacks. - Reduction in recurring incidents through effective root cause analysis and preventive actions. - Recognition by clients and internal stakeholders as a dependable and trusted partner during critical incidents and production events.