Product Support Engineer

Soroco is on a mission to elevate and transform how teams everywhere work. Powered by multiple patents, its flagship AI model, Scout, generates a work graph - a map of friction hurting your teams and business outcomes. Today, this map drives productivity improvements in 150+ organizations globally, including several Fortune 500 companies. Soroco has been featured in Harvard Business Review, Forbes, Fortune, and was listed on Bloomberg's list of ideas that defined 2022. With operations spanning Boston, London, and Bangalore, Soroco was founded by alumni of Harvard, MIT, and Carnegie Mellon.

Visit www.soroco.com to learn how we help teams discover their work graph.

Product Support Engineer

At Soroco, we aren't just building software; we are deciphering the very DNA of how teams work. Our flagship platform, Scout, empowers organizations to achieve unmatched operational clarity across workflows and technology; all while maintaining the highest standards of privacy.

We are seeking a high-calibre Product Support Engineer who thrives at the intersection of deep technical troubleshooting and elite customer service. This is a role for a problem-solver who views every system bottleneck as an opportunity for automation and every customer issue as a chance to refine a world-class product.

The Role Objective

As a Product Support Engineer, you will be the technical backbone of our customer experience. Reporting directly to the Product Support Manager, you will diagnose issues, optimize system efficiencies, and collaborate with our core Engineering and Product teams to drive the long-term reliability of our global deployments.

Key Responsibilities

• Advanced Troubleshooting: Diagnose and resolve product-related issues, ensuring that customer reported tickets are tracked, documented, and resolved within SLAs.
• System Optimization: Implement and monitor system performance using tools like Grafana. Proactively identify bottlenecks and implement high-impact solutions to enhance efficiency.
• Cross-Functional Collaboration: Act as the bridge between the customer and our Engineering/Product teams to resolve complex technical hurdles and provide feedback for product improvement.
• Automation & Knowledge Leadership: Develop and maintain Python scripts and automation workflows to streamline operational tasks. Maintain a robust library of SOPs, Troubleshooting Guides, and FAQs to empower both customers and internal teams.
• Operational Excellence: Orchestrate data workflows using Airflow and manage containerized environments via Docker and Kubernetes.

Must-Haves:

• Experience: 24 years in Technical Product Support or Site Reliability Engineering (SRE) supporting enterprise-grade software.
• Technical Arsenal:
• SQL & APIs: Proficient in debugging APIs and writing SQLs.
• Scripting: Proficient in Python for automation and task simplification.
• Windows OS: Basic Windows troubleshooting skills, including the ability to analyse Event Logs, manage services, and resolve environment-specific conflicts.
• Orchestration: Hands-on experience with Apache Airflow.
• Containers: Hands-on experience in Docker / Kubernetes.
• Problem Solving: A surgical approach to troubleshooting complex technical stacks.
• Communication: Elite verbal and written communication skills.
• Support Schedule: You will participate in a 24/5 on-call rotation to ensure our global partners receive seamless support.

Preferred:

• Hands-on experience with Grafana or similar observability platforms.
• Experience with Azure or AWS Cloud infrastructure.
• Experience with PowerBI for data visualization and reporting.