Product Support Engineer

Job Title: Engineer - AWS, Azure, GCP, AKS

Experience: 6+ Years

Education: Any Graduate

Location: Mumbai

Job Description

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.)

• Microsoft SQL Server

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

• MySQL

• PostgreSQL

• 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).