Product Support Engineer
Posted 14 Oct 2026
Advertised as “Product Support Engineer I ”
BranchFactor Summary
The original posting with the fluff stripped out
- Level
- I
- Expected experience
- 2+ yrs
- Management level
- Individual contributor
- Employment
- Hybrid
No salary listed for this role.
Field of studyComputer Science, Engineering, Information Technology (or related)
Study levelBachelor's
CertificationsITIL Foundation
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.