About the role

Senior Product Support EngineerDevelopment + Technical SupportExperience: 5–7 yearsFunction: Product Engineering / Customer SuccessEmployment type: Full-timeLocation: [Bangalore / Hybrid / Remote]Reports to: [Manager, Technical Support / Head of Engineering]About the roleThis 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 doTroubleshooting 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 experienceExperience

5–7 years in a combined engineering and technical support capacity, supporting an enterprise software product deployed in customer environments
Demonstrable history of resolving complex, cross-system production issues

Operating systems

Strong administration and troubleshooting on Linux (RHEL, CentOS, Ubuntu) systemd, journald, permissions, process and resource analysis, package management
Windows Server administration — services, Event Viewer, registry, PowerShell, IIS, performance monitoring
Working knowledge of Solaris or another commercial UNIX in a legacy enterprise context
Shell scripting (Bash, PowerShell)

Identity and security

Hands-on Active Directory integration: LDAP/LDAPS, Kerberos, group policy, service accounts, delegation, trusts
Experience integrating applications with SIEM platforms (Splunk, QRadar, ArcSight, Microsoft Sentinel or equivalent) — log forwarding, syslog, CEF/LEEF, event normalisation
Practical understanding of TLS/PKI, certificate management and common certificate failure modes

Networking

Solid grounding in TCP/IP, DNS, DHCP, routing, NAT, firewalls, load balancers and proxies
Ability to read and interpret packet captures (Wireshark, tcpdump) to isolate connectivity and latency issues

Development

Proficient in C# / .NET
Proficient in Python for automation, tooling and data processing
Comfortable with Git, code review and CI/CD pipelines
Ability to read unfamiliar production code and trace a fault to its source

Database

Strong SQL against at least one of SQL Server, PostgreSQL, Oracle or MySQL
Query performance analysis, indexing, execution plans, backup/restore, and basic administration

Cloud

Working knowledge of at least one major cloud platform (Azure, AWS or GCP) — compute, networking, identity, storage and managed database services
Familiarity with containerised deployment (Docker; Kubernetes an advantage)
Understanding of hybrid architectures where product components span on-premises and cloud

Desirable

Experience with email infrastructure and protocolsIMAP, SMTP, Exchange/EWS, Microsoft Graph
Exposure to machine learning or classification systems in a production support context
Infrastructure as code (Terraform, Ansible) and observability tooling (Grafana, ELK, Prometheus)
Certifications: RHCE/RHCSA, Microsoft (Azure Administrator, Identity and Access Administrator), AWS Solutions Architect, CCNA, Security+
Experience supporting regulated customers — financial services, healthcare or public sector
Familiarity with ITIL incident, problem and change management

What we look for beyond the checklist

Structured diagnostic thinking. You form hypotheses and test them rather than changing settings until something works.
Comfort with ambiguity. Enterprise environments are undocumented and inconsistent; you find your own way in.
Customer-grade communication. You can explain a Kerberos delegation failure to a CISO and to a junior admin, correctly, in the same afternoon.
Composure under pressure. You are calm and credible on a Severity 1 bridge call.
A bias toward permanent fixes. You are more interested in the third occurrence never happening than in closing the ticket quickly.

Senior Product Support Engineer

About the role

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