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).