Product Support Engineer I 

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About the role

Syndigo gets great products chosen. Every choice in commerce, whether by a shopper, a search engine, a marketplace, or an AI assistant, is made on product data, and our software makes that data complete and trusted and moves it across the industry's largest two-sided commerce network: 15,000+ brands and 3,500+ retailers. Companies like AutoZone, Colgate-Palmolive, Dole International, Unilever, and Walgreens trust Syndigo to get their products chosen. Learn more at www.syndigo.com . **This is a hybrid position that requires 3 days per week in office at our Bangalore location** L1 Support Role provides reliable, customer-focused application support for Syndigo SaaS products in a global 24x7 environment. The role covers incident and service-request ownership, troubleshooting, SLA adherence, clear communication, knowledge management, and continuous improvement. L1 focuses on intake, triage, standard resolution and escalation. HOW WE’LL BE WINNING TOGETHER DAY TO DAY • Own assigned incidents and service requests from acknowledgement through resolution or controlled escalation. • Provide application and configuration support for SaaS products while meeting response, update and resolution SLAs. • Communicate clearly with customers and internal stakeholders, including impact, progress, workarounds, next steps and closure confirmation. • Troubleshoot application behavior using logs, monitoring data, API traces, configuration review, data validation and controlled testing in lower environments. • Protect customer information and follow security, change, access and production-support procedures. • Document troubleshooting steps, resolutions, known errors, workarounds and reusable knowledge articles. • Participate in shift handovers, operational reviews, ticket-quality checks and continuous improvement activities. • Collaborate with other support levels, L2, SRE, Engineering, Product, QA, Cloud Operations and customer-facing teams when required. WE SHOULD TALK IF THIS SOUNDS LIKE YOU • Hands-on support exposure to SaaS applications hosted on public-cloud platforms such as Microsoft Azure or AWS. • API troubleshooting using tools such as Postman, including request/response analysis, authentication, status codes and payload validation. • Working knowledge of data formats and configuration structures such as JSON and XML. • Ability to review application and system logs using monitoring or observability tools such as Kibana, Grafana or equivalent platforms. • Experience with ticketing and service-management tools such as Jira Service Management, ServiceNow or equivalent. • Understanding of Linux-based systems, microservices and multi-tenant application environments. • Exposure to data imports and exports, relationships, validations, workflow configuration, business rules and reporting. Qualifications • Bachelor's degree or equivalent practical experience in Computer Science, Engineering, Information Technology or a related discipline. • Typically, 2+ years of relevant experience in application, product or technical support. • Experience supporting global customers through ticketing systems, email, remote troubleshooting and phone or live-support channels. • Excellent written and verbal communication, structured troubleshooting and customer-handling skills. • Willingness to work in a 24x7 shift roster, including weekends and holidays as scheduled. Nice to Have • Basic Java knowledge or the ability to read application code and stack traces. • Exposure to Docker, Kubernetes or other container-orchestration platforms. • Familiarity with Nginx, Elasticsearch, MySQL, Kafka and related application-platform technologies. • ITIL Foundation or practical experience with incident, request, problem and change management. • Exper

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