Job Description

Product Support Engineer

The primary responsibility of this role involves handling incoming support tickets, troubleshooting application software issues, application alerts and coordinating with customers and internal teams. The ideal candidate will have a strong technical background, excellent communication skills and problem solving skills.

Responsibilities

Primarily responsible for providing technical product support to Sureify customers.
Develop and maintain deep expertise in Sureify products and monitoring tools.
On-call rotation for monitoring and as a 24x7 function, support team requires engineers to work in shifts.
Troubleshooting and resolution of incoming support tickets. This includes identifying the root cause of issues, providing workarounds or solutions and collaborating with other teams to resolve complex problems.
Communicate with customers and ensure that they receive timely and accurate updates on the status of their support requests by providing clear and concise technical explanations to customers while managing the proper expectations.
Create and maintain knowledge articles related to the resolution of customer reported problems and continuously develop technical skills in supporting Sureify products and services.
Identify areas for service improvement and collaborate with other teams to implement changes that improve the customer experience.
Manage and resolve incidents within contractual SLAs. This includes coordination with other teams, stakeholders and providing timely updates to customers.
Point of contact for a group of customers taking lead on production onboarding, triaging issues, coordinating deployment and other production activities for the customer applications.

Requirements

BE/BTech, MCA degree in Computer Science or related field
1 - 3 years of overall experience with coding knowledge/experience in PHP, Typescript or Go. Good knowledge on writing SQL queries is essential for this role.
Strong written and oral communication skills. The candidate must have a can-do attitude and be ready to put efforts to rapidly learn product and technology skills required.
Must have experience in investigation using log aggregation tools like New Relic and analysing traffic using Cloudflare logs.
Must have experience in creating dashboards, configuring new alerts etc. in tools like New Relic.
Strong problem solving skills and experience in basic troubleshooting of web applications with basic knowledge of APIs and HTTP errors. Knowledge of the cloud would be an advantage.
Nice to have some exposure to a combination of technologies such as LAMP, AWS, REST, iOS, Android, React or other UI frameworks and databases.

Benefits

Here is a glimpse of some of the benefits we offer:
Competitive Salary
Medical insurance & Accidental insurance to keep you and your family healthy.
Great team to work with exposure to the best technologies in the industry.
Sureify is an equal opportunity employer and enthusiastically encourages people from a wide variety of backgrounds and experiences to apply.

The below gives more understanding about the role :

More of an operational role - should follow procedures
Quick first response during on-call. This is the primary focus of the role.
Monitoring alerts and incoming support tickets. Troubleshoot as per documented procedures.
Participate in 24x7 shifts and weekend shifts.
Expected to do technical code debugging, SQL queries and troubleshooting. Develop full debugging/ code fixing skills in Sureify platform in a short period of time.

Technical Skills:

Some prior knowledge of coding or debugging in PHP, Typescript or GO language. Python and Java can be considered by looking at the overall profile.
Absolutely good skills in writing SQL queries and knowledge of RDBMS.
Knowledge of how web applications work.
Support Experience: Great to have but not mandatory.
The role requires talking to customers over the phone/zoom. Inviting other members for the call. Taking notes diligently.

Why Join Sureify?

At Sureify, you'll be part of a collaborative, innovation-driven culture where your expertise will directly influence the quality and success of products, transforming the life insurance landscape. You'll work alongside passionate technologists and industry experts, tackling complex challenges with cutting-edge technologies while helping shape the future of digital insurance.

Our Guiding Principles

Our products are for nothing if their creators are not fulfilled in their work. We want our employees to flourish at Sureify. We do not fawn over status or titles; instead, we honour effort and intelligence. The best idea wins, no matter which colleague proposed it. We do not shortcut our mission with overblown claims or false promises. Sticking to the truth is both a strategy and a principle for us.

Sureify is an Equal Opportunity Employer committed to diversity. Qualified applicants will receive consideration for employment without regard to race, color, national origin, citizenship, ancestry, religion, sex, sexual orientation, gender perception or identity, age, disability, veteran or military status, or any other basis prohibited by law.