Product Support Engineer

About TartanHQ

TartanHQ is an AI-first enterprise-tech company backed by 500 Global, Info Edge Ventures, and AngelList. We've raised $8.5M and are rapidly scaling toward profitability. Our platform powers operations for India's leading financial institutions including HDFC Bank, Bajaj Allianz, Care Health, Yes Bank, and 50+ enterprises.

We provide three core products: HyperVerify (80+ verification APIs), HyperSync (unified APIs for HRMS/ERP/CRM), and HyperApps (AI agents for insurance, banking, and compliance automation).

Role Overview

We are seeking a Product Support Engineer with 2-4 years of experience to provide technical support and resolve customer issues for TartanHQ's HR/payroll platform. You will be the technical bridge between customers and our engineering team, diagnosing complex issues, performing root cause analysis, and ensuring high service levels. Your technical skills and customer-first mindset will directly impact customer satisfaction and product reliability.

Key KPIs

Response time for P0 issues:

SLA adherence: 95%+

Ticket resolution rate: 20+ tickets/week

RCA turnaround for critical issues: within 24 hours

Day-to-Day Responsibilities

Your week involves: monitoring support tickets and responding to customer issues, debugging and troubleshooting production problems, writing SQL queries to investigate data issues, documenting RCAs and solutions, and collaborating with engineering on complex issues. You'll triage issues, manage customer communication, and escalate appropriately.

Core Responsibilities

Customer Support & Issue Resolution (60% time allocation)

• Respond to customer support tickets within SLA
• Troubleshoot technical issues using logs, dashboards, and monitoring tools
• Write SQL queries to investigate data inconsistencies
• Test fixes and validate resolutions with customers
• Escalate complex issues to engineering team
  
  

Debugging & Root Cause Analysis (25% time allocation)

• Perform RCA for critical production issues
• Identify patterns in bug reports
• Document findings and recommend preventive measures
• Collaborate with engineering on reproduction steps
  
  

Documentation & Knowledge (15% time allocation)

• Create and maintain troubleshooting guides
• Build internal knowledge base with common issues
• Improve support processes and ticket workflows
• Provide feedback to product team on usability issues
  
  

Required Skills & Qualifications

• 2-4 years of technical support experience
• Proficiency writing and optimizing SQL queries
• Understanding of REST APIs and HTTP protocols
• Basic Python scripting for debugging
• Experience with ticketing systems (JIRA, Zendesk, etc.)
• Ability to analyze application logs and error messages
• Strong communication skills for non-technical customers
  
  

Preferred Skills

• B2B SaaS support experience
• Familiarity with HRMS or payroll domain
• Experience with PostgreSQL databases
• Proficiency with Linux command line
• AWS or cloud platform exposure
  
  

What We Look For

• Customer advocacy: You prioritize customer success
• Problem-solving: You systematically debug and resolve issues
• Ownership: You follow up until customers are satisfied
• Attention to detail: You document thoroughly
• Learning orientation: You stay curious and improve technical skills
  
  

Reporting To

Engineering Manager