5-7 years in product support or similar role involving enterprise applications.
Proficient in Java with formal training or equivalent experience.
Strong SQL capabilities for data analysis and troubleshooting.
Excellent debugging skills with familiarity in Spring and Hibernate/JPA.
Good understanding of performance optimization and concurrency handling.
Effective communication skills for collaboration and documentation.
Ability to manage time well and prioritize multiple critical tasks.
Responsibilities
Lead investigations and coordinate responses for high-severity production incidents.
Utilize SQL, debugging techniques, and internal tools to diagnose system issues.
Perform root cause analysis on recurring production problems.
Collaborate with various teams (Support, Architecture, Engineering) for system enhancements.
Create and prioritize JIRA defect tickets, ensuring effective implementation of fixes.
Participate in key meetings to share information and updates on system performance.
Provide technical support for complex API integrations and maintain platform knowledge.
Benefits
Access to ongoing training and professional development opportunities.
Opportunity to work in a collaborative and dynamic team environment.
Engagement in problem-solving with complex, data-intensive systems.
Possibility to influence product improvements based on user feedback.
Full Job Description
The Product Support Engineer leads investigation and resolution of complex production issues across the GT platform, leveraging technical expertise, deep product knowledge, and cross-team collaboration to maintain system stability. Must be legally authorized to work in the US without sponsorship.
What you'll do
Lead technical investigation and coordinate cross-team response during Sev1/Sev2 production incidents.
Use trace analysis, SQL, code, debugging techniques, and internal tools to analyze system problems.
Conduct root cause analysis for recurring or high-impact production issues.
Work closely with Support, Architecture, and Engineering teams to drive system improvements and code fixes.
Create and prioritize defect tickets in JIRA, documenting impact and steps to reproduce; coordinate across teams to ensure fixes are implemented, validated, and fully resolved.
Attend architecture, production release, and training meetings; disseminate relevant information to internal teams as needed.
Provide engineering knowledge and technical support for complex API integrations as needed.
Maintain strong working knowledge of the platform; identify systemic issues and recommend cross-system improvements.
Translate customer impact and feedback into prioritized, engineering-aligned urgency for Product and Engineering teams.
Perform other duties as assigned.
Required Skills
Previous experience working with medium to large enterprise applications.
Formal training or equivalent experience with Java.
Solid SQL skills.
Strong troubleshooting and debugging ability.
Working knowledge of Spring and Hibernate/JPA.
Understanding of performance and concurrency issues and common fixes.
Excellent verbal and written communication skills.
Ability to self-manage, prioritize critical incidents, and task-switch effectively; strong time management and ability to work independently and across multiple teams.
Comfortable collaborating across teams.
Friendly and service-oriented, with a genuine desire to help customers and teammates.
Recommended Skills
Knowledge of large-scale architecture and data-intensive systems.
Familiarity with full-stack technologies such as JavaScript, Node.js, and React.
Understanding of deployment pipelines and tooling (e.g., GitLab, Artifactory).
Enjoy digging into complex issues and figuring out how systems really work.
