Overview

Customer Success | Night Shift

Responsibilities

• We are looking for a customer-focused AI Product Engineer to support our SaaS products and customers during night-shift operations.
• This is a technical, customer-facing role responsible for analyzing Freshdesk tickets, troubleshooting application and API issues, using AI-assisted tools for investigation and productivity, communicating with customers, and coordinating with engineering teams for timely resolution.
• The candidate should be comfortable working with APIs, Postman, SQL queries, scripts, application logs, AI tools, Golang, Python, MongoDB, PostgreSQL, and production-support processes.
• Monitor and respond to customer-reported issues through Freshdesk, email, Slack, and other support channels.
• Analyze Freshdesk tickets and classify them as defects, action requests, configuration issues, data issues, questions, or enhancement requests.
• Understand the business impact and assign the appropriate ticket priority.
• Reproduce reported issues in test or staging environments.
• Use Postman to test APIs, request payloads, authentication, headers, and responses.
• Execute SQL queries and approved scripts for investigation and resolution.
• Analyze application code, scripts, logs, browser console errors, API responses, and system behaviour.
• Troubleshoot services and applications developed using Golang and Python.
• Investigate data-related issues using MongoDB and PostgreSQL.
• Use AI-assisted tools to analyze issues, summarize tickets, prepare troubleshooting steps, and improve support productivity.
• Resolve known product, configuration, integration, or data-related issues using available documentation and playbooks.
• Escalate complex issues to Engineering, QA, DevOps, or Product teams with complete investigation details.
• Provide timely, clear, and professional updates to customers.
• Follow up on open tickets until resolution or successful shift handover.
• Identify recurring issues and recommend product or process improvements.
• Prepare shift-handover notes covering open issues, completed actions, owners, risks, and next steps.
• Support production incidents and coordinate with on-call teams when required.
• Contribute to knowledge-base articles, troubleshooting guides, scripts, automation, and support documentation.

Qualifications

• 2–4 years of relevant experience in product engineering, product support, application support, production support, technical support, customer success engineering, or a similar role.
• Hands-on experience with Golang or Python.
• Working knowledge of MongoDB and PostgreSQL.
• Ability to write and execute SQL queries.
• Ability to understand, debug, and execute scripts.
• Hands-on experience using Postman for API testing and troubleshooting.
• Understanding of REST APIs, JSON, HTTP methods, status codes, headers, and authentication.
• Familiarity with AI tools for issue analysis, code understanding, documentation, ticket summarization, or productivity improvement.
• Strong analytical and problem-solving skills.
• Good written and verbal communication skills.
• Ability to explain technical issues in simple, customer-friendly language.
• Strong ownership, follow-up, documentation, and escalation discipline.
• Willingness to work in a fixed or rotational night shift.
• Knowledge of MongoDB queries, indexing, aggregation, and performance analysis.
• Knowledge of PostgreSQL queries, joins, stored procedures, indexing, and performance troubleshooting.
• Familiarity with browser developer tools and log-analysis platforms.
• Basic understanding of AWS, Azure, cloud infrastructure, and production environments.
• Exposure to AI coding assistants, AI support tools, or automation platforms.
• Understanding of incident management, SLA management, root-cause analysis, and production-support processes.
• Technically curious and comfortable investigating issues independently.
• Comfortable reading and debugging Golang or Python code.
• Capable of investigating application and data issues using MongoDB and PostgreSQL.
• Customer-focused and confident in written and verbal communication.
• Comfortable using AI tools to improve investigation and support efficiency.
• Calm and organized during production incidents.
• Capable of distinguishing between configuration, data, integration, infrastructure, and product defects.
• Proactive in following up and driving issues toward closure.
• Comfortable coordinating with Product, Engineering, QA, DevOps, and Customer Success teams.