Product Support Engineer

Product Support Engineer (Tier 2/3) - .NET/Azure/SQL

Location: India, 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. We've got the skills and insights and we're also fun to work with. Our global team spans a diverse cultural spectrum, with wide range of interests, enabling us to bring personality and depth to every engagement.

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Role Overview

We are seeking a Product Support Engineer (Tier 2/3) to provide advanced technical support for SaaS applications, ensuring stability, performance, and reliability across application, API, database, and cloud infrastructure layers.

This role requires strong troubleshooting capabilities across full-stack systems including .NET applications, Angular frontends, databases, and Azure cloud services. The ideal candidate will play a critical role in resolving complex production issues, collaborating with engineering teams, and driving continuous improvements in product stability and support processes.

Key Responsibilities

• Production Support & Incident Management

- Handle L1 and L2 support activities including incident management, issue resolution, and customer support operations.

- Investigate and resolve Tier 2 / Tier 3 technical issues across application, API, database, and Azure infrastructure layers.

- Troubleshoot production issues across frontend (Angular), backend (.NET Core/C#), databases (SQL Server, MongoDB), and Azure services.

- Analyze logs, telemetry, and performance metrics using Azure Monitor and Application Insights.

• Application & Data Troubleshooting

- Write and execute SQL and MongoDB queries to diagnose and resolve data-related issues.

- Identify root causes of system defects and performance bottlenecks.

- Reproduce issues in controlled environments and document findings clearly.

• Collaboration with Engineering Teams

- Work closely with engineering teams to prioritize, track, and resolve bugs.

- Provide detailed analysis and technical insights to support faster issue resolution.

- Participate in incident management and post-mortem analysis.

• Knowledge Management & Documentation

- Create and maintain knowledge base articles, runbooks, and troubleshooting guides.

- Document recurring issues and recommended solutions for future reference.

• Deployment & Release Support

- Support production deployments and validate post-release stability.

- Monitor system performance and ensure smooth rollouts.

• Continuous Improvement & Monitoring

- Identify recurring issues and recommend product or process improvements.

- Contribute to improving monitoring, alerting, and support workflows.

• Cross-Functional Collaboration

- Work effectively with distributed teams across geographies (US and India).

- Communicate proactively with stakeholders to ensure timely resolution of issues.

Required Skills & Qualifications

· Bachelor's degree in Computer Science, Engineering, or related field.

· 3+ years of experience in Product/Application/Technical Support roles (Tier 2/3 or equivalent).

Strong expertise in:

· L1 & L2 support operations, incident management, and issue resolution

· C# / .NET Core applications and REST APIs

· Angular-based web applications

· Hands-on experience with SQL (queries, joins, performance troubleshooting).

· Experience with MongoDB or other NoSQL databases (queries, indexing basics).

· Experience supporting applications hosted on Microsoft Azure.

· Ability to analyze logs and debug issues across multiple system layers.

· Familiarity with Azure DevOps, Git, and CI/CD pipelines.

· Strong written and verbal communication skills.

Must have skills

Product Support Engineer with strong hands-on experience in handling L1 and L2 support tasks, including incident management, issue resolution, and customer support operations.

Nice to Have Skills

· Exposure to Next.js, TypeScript, Material-UI, and GraphQL APIs.

· Experience with Azure B2C, OAuth, MSAL-Angular, JWT, and authentication mechanisms.

· Experience creating knowledge base articles and runbooks.

· Experience validating production deployments and monitoring post-release stability.

· Prior experience in construction or industrial SaaS domains.

Desired Attributes

· Strong problem-solving and analytical mindset.

· Customer-focused approach with high ownership.

· Ability to work in fast-paced, production-critical environments.

· Strong collaboration and communication skills.

Interview Process

2 to 3 Rounds of Discussion.