Lead Product Support Engineer

Who are we?

At Celigo, we are pioneering the future of application integration with novel new strategies, cutting edge technologies, and of course a diehard team that will go to any length to make your most complicated integrations just work. Our core mission at Celigo is simple: to enable independent best of breed applications to work together as one. We believe that every independent department and every business end user should always have choices when it comes to picking software, and that integration challenges should never stand in the way.

Location - Hyderabad, India.

Scope of the Role -

Celigo powers integration for a large number of customers across the globe through our Integrator.io iPaaS platform. Several millions of transactions flow through this platform on a daily basis to several destinations. We own mission critical, large scale services in the area of iPaaS for our customers. The challenges include developing and owning highly scalable services in our production environment on cloud infrastructure. 

We are looking for an experienced, passionate, hands-on technical support development engineer to triage, and fix issues post production roll-out. This includes diagnosis of issues, providing workarounds, identifying bugs, hotfixes/patches, and testing them. This role will be reporting to the Senior Technical Support Manager and will be part of a strong Customer Experience Engineering organization driving world class customer results and satisfaction. Customer Experience is key to Celigo and one of our core values is “We win when our customers win”. This role is strategic and important in the growth journey of Celigo. As the product’s time-to-market decreases rapidly, this role is also responsible to ensure the existing capabilities are functioning well and provide timely solutions to our customers.

You will be part of the L3 Engineering support team under Engineering triaging issues, having P1 bridges, working with customers, fixing the issues with the team, etc. You will be working with modern, large-scale services in production on cloud that is fast scaling and built on the latest technologies. You will be working closely with our Product engineers, product managers, customer success management & customer support teams. This role will work closely with US counterparts and our global customers and is expected to operate in the second shift to provide the coverage.

Our criteria of a successful Senior Technical development engineer is one who is energetic, customer-centric, results-oriented, process and data-driven. They are technically strong, excited to work with complex production systems, highly collaborative, innovative, passionate about our product & our customers. They will be primarily focusing on delivering value to our global customers with their skills in a timely manner.

WHAT YOU’LL DO

• As part of the L3 support team you will help resolve the production issues in a timely manner and ensure Service Level Agreement (SLA) compliance is always met.
• Triage and fix bugs in a timely manner. Build the RCA, review with senior technical management and publish to stakeholders on time.
• Coordinate with internal teams including fellow L3 staff, product engineers, product managers, Customer success management, customer support, customers across the globe, as required, to arrive at a timely solution to the customer issues.
• Escalate on-time to the internal management team on any blockers with respect to SLA adherence.
• Interact with our customers to troubleshoot issues, and provide workarounds using your software development skills.
• Provide full support coverage to our global customers round-the-clock by working in multiple shifts as per business needs.
• Build deep understanding and knowledge of our product and how it is used by our customers.
• Contribute to our internal and/or knowledge base articles on troubleshooting customer issues and how to efficiently reduce resolution time.
• Build and deploy well-tested hotfixes or patches in Production in a timely manner to address our customer issues. Work closely with customers to test these fixes and drive towards timely closure.
• Help mentor junior members of the team.
• Adhere to Standard Operating Procedures built for the technical support team.
• Help with the talent management activities like hiring great talent and training.
• Continuously improve and drive best practices for the team. 
• Track and perform trend analysis of the customer issues, and build actionable insights for the engineering and product management teams to incorporate into the product roadmap.

WHAT YOU’LL NEED TO SUCCEED

• Bachelor's degree in computer science, engineering, or a related discipline.
• >6 years of experience in Product support and sustenance roles working on large-scale cloud based products.
• Strong foundation in CS fundamentals.
• Experience in Javascript & Node JS will be a plus.
• Familiarity with MongoDB, React JS, Kafka, AWS and cloud native technologies is a plus.

• Experience in Application integration of enterprise applications, Data integration, Mulesoft or other related integration technologies will be a plus.

• Willing to work late shift hours, overlapping multiple time zones in the US.
• Experience interfacing with customers and working closely with cross-department stakeholders & engineers.
• Strong analytical skills and passion for answering questions with data. Great at troubleshooting.
• Excellent problem-solving skills.
• Excellent verbal and written communication skills.

THE BEST CANDIDATE

• Has demonstrated a strong ability to support large distributed systems in production on cloud.
• Has experience working in globally distributed teams.
• Has worked in a similar fast growth environment scaling through different challenges.
• Enjoys a fast-paced environment, working with a highly-talented team and shifting priorities.
• Learns quickly; must know when to listen, and when to take charge.

Why you’ll love it here:

• Everything Integrated. We are solving a really hard problem that affects almost every business on the planet: integrating cloud apps
• iPaaS Leader. We’re at an exciting crossroads as we re-imagine the Integration and iPaaS space. This will take teamwork, creativity, strategic thinking, and a willingness to advance the market.
• Customer Experience We believe and exhibit in our day-to-day work that “We win when our customers win”.
• Take A Stand. We’re a company that stands for something. Celigo’s Taking a Stand initiative has the goal to promote diversity, equity, and inclusion. 
• Work. Life. Balanced. Starting your first year, we offer a 3-weeks of vacation, plus holidays to recharge and spend time with family and friends.
• Perks. We offer a strong benefits package, expense reimbursement, recognition opportunities, and many other cool perks.

Celigo is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.