Production Support Engineer

• Product Expertise: Develop and maintain a deep technical understanding of the product, including its features, functionalities, and underlying architecture.
• Problem Solving: Take the lead in identifying and resolving product issues by applying advanced debugging techniques and troubleshooting skills. Provide timely solutions to both customers and internal teams.
• Matrix Management: Collaborate effectively across multiple teams, including engineering, QA, customer clients etc., ensuring alignment on product goals and initiatives. Manage cross-functional workflows and deliverables.
• Customer Relations: Build and maintain strong, positive relationships with customers in and outside of the organization, acting as the main point of contact for any product-related issues or inquiries.
• Bug and Issue Tracking: Identify, track, and prioritize product bugs, working closely with the development team to ensure efficient resolution.
• Documentation: Maintain clear documentation of debugging processes, technical issues, and resolutions for future reference and knowledge sharing.
• Training & Support: Mentor junior team members and provide training on troubleshooting and debugging techniques. Ensure that internal teams are well-equipped with the necessary knowledge to handle product issues.
• Continuous Improvement: Analyze product performance data and user feedback to recommend improvements or enhancements to the product and its features.

• Problem-Solving: Exceptional problem-solving abilities with a methodical, analytical approach to debugging complex issues.
• Technical Expertise: Proven expertise in product architecture, codebase analysis, and troubleshooting in a fast-paced environment.
• Matrix Management: Demonstrated ability to effectively manage and coordinate across multiple teams and stakeholders. Comfortable working in a collaborative, matrixed organizational structure.
• Relationship Management: Strong interpersonal and communication skills with the ability to build and maintain relationships.
• Attention to Detail: Strong attention to detail and the ability to catch even the smallest inconsistencies or errors in products or systems.
• Adaptability: Ability to adapt quickly to changes in technology, product requirements, and customer needs.
• Experience: Minimum of 3 years of experience working as a product expert, technical support, or in a similar role, preferably in a matrix management environment.
• Technical Skills: Familiarity with debugging tools, version control systems (Git), and an understanding of programming/scripting languages (e.g., Python, JavaScript, etc.), Databases, Cloud based solution (AWS) is highly desirable

• Advanced Degree: Bachelor's degree or higher in Computer Science, Engineering, or a related field.
• Certifications: Relevant technical certifications in product management, project management, or troubleshooting are a plus.
• Industry Experience: Experience in Fintech companies an advantage.

Mploy