Product Support Engineer

Product Support Engineer

Location: Noida, Hybrid

Experience: 3+ Years

Algoworks

www.algoworks.com

About the Company

We are a global team of engineers, architects, designers, researchers, operators and innovators who share a passion for achieving client goals. Our engineering services help businesses thrive at the intersection of technology and people. From the latest AI implementations to legacy platform migrations and everything in between, our services span the enterprise technology spectrum. Our world class experience transformation playbook elevates digital success and increases ROI with a relentless focus on the human experience. Our customer base includes Fortune 500 companies around the globe. Weve got the skills and insights and were also fun to work with. Our global team spans a diverse cultural spectrum, with wide ranging interests, enabling us to bring personality and depth to every engagement.

Role Overview

We are seeking a hands-on Software Engineer to join our delivery pod and help build reliable and scalable solutions on a modern cloud platform. In this role, you will work across the full technology stack, collaborating with engineering teams and product management to deliver impactful solutions for the construction industry.

The role focuses on Tier 2 / Tier 3 technical support, troubleshooting production systems, analyzing system performance, and collaborating with engineering teams to resolve complex application issues.

Key Responsibilities

• Technical Issue Investigation & Support
• Investigate and resolve Tier 2 / Tier 3 technical issues across application, API, database, and Azure infrastructure layers.
• Troubleshoot production issues across multiple system layers including frontend, backend, databases, and cloud services.
• Application Troubleshooting
• Diagnose and resolve issues in:
• Frontend applications built with Angular
• Backend services developed using .NET Core / C# APIs
• Databases including MongoDB and SQL Server
• Azure cloud services such as App Services, Azure SQL, Storage, and Networking
• Monitoring & Log Analysis
• Analyze application logs, telemetry data, and performance metrics using:
• Azure Monitor
• Application Insights
• Investigate system behavior and performance bottlenecks using monitoring tools.
• Data Investigation & Debugging
• Write and execute SQL queries and MongoDB queries to troubleshoot data-related issues.
• Reproduce defects and document findings clearly for engineering teams.
• Support root cause analysis and bug identification.
• Engineering Collaboration
• Work closely with engineering teams to prioritize and track bug fixes.
• Support production deployments and validate system stability after releases.
• Identify recurring issues and recommend product or process improvements.
• Documentation & Knowledge Sharing
• Contribute to knowledge base articles, troubleshooting guides, and operational runbooks.
• Maintain clear documentation for common issues and resolution steps.
• Team Collaboration
• Work effectively in a distributed team environment across the US and India.
• Communicate proactively with team members to resolve issues and improve system reliability.
• of experience in Product, Application, or Technical Support roles for SaaS applications.
• Experience providing Tier 2 / Tier 3 support for production systems.

Required Skills & Experience

• Technical Support & Troubleshooting
• 3+ years of experience in Product, Application, or Technical Support roles for SaaS applications.
• Experience providing Tier 2 / Tier 3 support for production systems.
• Backend & API Understanding
• Strong understanding of:
• C# / .NET Core applications
• REST APIs
• Microservice-based backend architectures
• Frontend Applications
• Familiarity with Angular-based web applications.
• Databases
• Hands-on experience with:
• SQL (query writing, joins, troubleshooting performance issues)
• MongoDB or other NoSQL databases (queries and indexing basics)
• Cloud Platform
• Experience supporting applications hosted on Microsoft Azure.
• Familiarity with Azure infrastructure services and cloud-based application architecture.
• Debugging & Monitoring
• Ability to analyze logs, debug production issues, and troubleshoot multi-layer application systems.

Nice to Have Skills

• Exposure to Next.js, TypeScript, Material-UI, and GraphQL APIs.
• Experience with Azure B2C, OAuth, MSAL-Angular, JWT and other auth patterns.
• Background contributing to knowledge base articles, runbooks, and troubleshooting guides.
• Experience validating production deployments and monitoring post-release stability.
• Prior work in construction / industrial SaaS or similar domain.

Interview Process

2 Rounds of Discussion