Product Support Engineer

• Job Title: Engineer - AWS, Azure, GCP, AKS
• Experience: 6+ Years
• Education: Any Graduate
• Location: Mumbai

Role Overview

This role acts as the critical operational bridge between

The in-house monitoring product development and QE team(s),

Internal ITSM/ticketing teams using ServiceNow,

Multiple enterprise DBA organizations across

Oracle Database

Open-source database platforms (MySQL, PostgreSQL, MongoDB, Cassandra, etc.)

Key Responsibilities

Production Operations & Monitoring Support

• Provide operational ownership and production support for the in-house enterprise monitoring platform.
• Monitor health, performance, alerting quality, and operational stability of monitoring services.
• Analyze monitoring gaps, false positives, missed alerts, and operational inefficiencies.
• Ensure monitoring coverage across Oracle, Open-source, and SQL Server database environments.

Incident & Escalation Management

Act as the operational point-of-contact during production incidents involving monitoring failures, alerting gaps, or infrastructure issues.

Coordinate incident triage across

• DBA teams,
• Monitoring development teams,
• Infrastructure teams,
• Service management teams.
• Drive bridge calls and ensure effective stakeholder communication during critical outages.
• Perform root cause analysis (RCA) and post-incident operational reviews.

ServiceNow & Ticket Workflow Coordination

Work with ServiceNow for

• Operational escalations,
• Service requests.
• Review ticket quality and ensure operational accuracy of issue classification and routing.
• Improve ticket workflows between DBA teams and monitoring platform support teams.
• Collaborate with internal support organizations to streamline escalation processes.

Cross-Functional DBA Collaboration

Collaborate closely with enterprise DBA teams supporting

Oracle Database

MongoDB

Apache Cassandra

Microsoft SQL Server

• Cloud services (AWS, AZURE, GCP)
• Understand operational monitoring requirements specific to each database technology.
• Work with DBAs to validate alert thresholds, event correlation, and monitoring accuracy.
• Serve as the operational liaison between DBAs and monitoring team developers and QE.

Operational Excellence & Reliability Engineering

• Identify recurring operational pain points and recommend automation opportunities.
• Improve alert quality, event correlation, and monitoring reliability.
• Participate in operational readiness reviews for new monitoring features.
• Help define operational standards, playbooks, and escalation procedures.

Monitoring & Observability Engineering

Support enterprise observability initiatives involving

• Metrics,
• Events,
• Alerting,
• Dashboards,
• Health monitoring,
• Incident correlation.
• Work with both commercial and in-house monitoring systems.
• Analyse operational telemetry to identify systemic reliability concerns.

DevOps & CI/CD Enablement

• Collaborate with engineering teams to improve CI/CD pipelines.
• Implement deployment strategies (blue-green, canary, rolling updates).
• Advocate for reliability-focused design patterns.

Security & Compliance

Ensure infrastructure adheres to security standards and compliance requirements.

Participate in vulnerability assessments and remediation.

Required Technical Skills

• Strong production support and operations experience in enterprise environments.
• Strong experience with cloud platforms (AWS, Azure, or GCP).
• Expertise in monitoring & observability tools (e.g., Prometheus, Grafana, Datadog, or in-house tools).

Working knowledge of

ServiceNow

• Incident workflows,
• Escalation management,
• Operational support models.

Exposure to database technologies including

Oracle Database

Microsoft SQL Server

MySQL

PostgreSQL

NoSQL ecosystems preferred.

Strong understanding of

• Linux systems,
• Infrastructure monitoring,
• Alerting concepts,
• Production operations.
• Experience supporting 24x7 enterprise production environments.

Preferred Qualifications

• Experience working with in-house monitoring or observability product teams.
• Familiarity with SRE/DevOps operational practices.
• Exposure to enterprise event management systems.
• Knowledge of automation/scripting (Python, Shell, PowerShell).
• Experience handling high-severity production incidents.

Critical Non-Technical Skills

An ideal candidate must demonstrate

Operational Intuition

Ability to detect operational anomalies early.

Strong troubleshooting instinct and pattern recognition.

Fearless Communication

Ability to speak confidently during incidents and escalations.

Comfortable engaging senior stakeholders and multiple technical teams.

Cross-Team Collaboration

Ability to coordinate effectively across DBA teams, support organizations, and development groups.

Calmness Under Pressure

Structured decision-making during high-severity incidents.

Ownership Mindset

Drives issues to closure rather than relying solely on assigned ownership boundaries.

Investigative Curiosity

Continuously analyses why operational failures occur and how they can be prevented.

Preferred Qualifications

• Certifications in cloud platforms (AWS/Azure/GCP).
• Familiarity with SRE/DevOps operational practices.
• Exposure to enterprise event management systems.
• Knowledge of automation/scripting (Python, Shell, PowerShell).