Product Support Engineer

Product Support Engineer We usually respond within three days The Opportunity We are building the financial operations HUB of the future. Our collective success requires an exacting blend of, technological prowess, deep industry knowledge, customer centricity and a singularly motivated team. You will be part of a new business and platform, the creation of a sincerely customer centric organization, and most of all have the opportunity to be involved in a variety of activities. Accountabilities Provide excellent Product support/Customer service for all the customers and meet our Service Level obligations. Handling and managing technical/customer issues on varying levels of severity to the KPI’s set by the business. Accountable for issue quality, the documentation, and delivery of knowledge to self-service in aid of deflecting issue creation. To be fully knowledgeable in your Primary product and ensure you have necessary competency for secondary products as measured by the level of customer satisfaction at the end of each case lifecycle. Preparation for product releases. Understand technical dashboards and ability to triage the problem proactively to avoid customer impact. Identifying trends based on customer feedback and issues logged. What we would like you to bring 4-6 years of experience providing product, technology support within data/cloud environment. 4-6 years of experience supporting application-built using Java within cloud environment 3+ Years experience in Azure Log Analytics, building alerts/dashboards. Experience of supporting and handling issues with Real time data processing using Kafka. Good understanding of Java/Springboot framework and SQL. Exposure towards Site Reliability engineering. Ability to trace back the issue and perform data reconciliations. 4+ Years of experience of incident/problem and change management – Service Now, Squadcast. Experience of handling client calls/issues and ability to understand and debug the same. Passion for Customer Experience, Success, and Satisfaction Action oriented with strong organizational, analytical, and problem-solving skills. Nice to have: Broader Asset management domain understanding, e.g., pre trade, post trade, reference data, positions, etc. Monitor data pipelines and issue handling within tools like Snowflake, Apache Camel (ETL tool). Azure/Snowflake certifications. Locations Gurugram Work mode On-site Our team To all potential Hubsters, we are a team of dedicated experts in HUB offices across the world, united in the common pursuit of building the Financial Operations HUB of the future. Own it Be “ALL IN”. We are disciplined, commercially minded and committed to the business and our team. We find a way that leads to success for HUB and our customers. Enjoy the journey We are positive, we embrace the challenge and have fun along the way. We celebrate the wins; we are respectful to everyone while building trusting and rewarding relationships. Be relentless Obstacles do not hold us back or slow us down. Our ambitions never stop — they enable us to think big while we stay focused to deliver big. Embrace uncertainty We are building a market defining operating model. The path to delivery in not set. To deliver we adapt, we debate, we align and we move forward together.