L3 Application Support Engineer – SaaS Data Processing Application - Bangalore (Hybrid)

Job Title: L3 Application Support Engineer – SaaS Data Processing Application

Syndigo is a Master Data Management (MDM) visionary and a Product Information Management (PIM) leader. We are a team of passionate people who are rethinking the way MDM and PIM work. We recently raised $35 million in series A funding and we are on a trajectory for an accelerated product innovation and growth over the next two years. If you are a Cloud Support Engineer looking to advance your career in the latest in cloud and open source technologies, then now is the best time to join Syndigo. Our solutions power enterprises worldwide, in a variety of industries including Retail, Manufacturing, Distribution, Energy, Healthcare, and Food Services.

Department: Cloud Operations

Reports to: Associate Director SRE

Employment Type: Full-time

About the Role:

We are seeking a highly skilled L3 Application Support Engineer to join our team. The ideal candidate will provide advanced technical support for our SaaS-based data processing application, ensuring compliance with data governance rules and efficient workflow management. This role requires in-depth knowledge of data handling, JSON, REST APIs, and strong production support capabilities. Experience with ETL-based, PIM, MDM systems or e-commerce  or any data intensive applications is highly desirable. The candidate must be ready to work in a 24/7 mode and possess excellent customer-facing communication skills.

Key Responsibilities:

• Incident Management:
• Triage, investigate, and resolve complex incidents escalated from L2 support.
• Perform root cause analysis and implement solutions to prevent recurrence.
• Document incident resolution processes and update knowledge bases.
• Data Governance and Workflow:
• Ensure compliance with data governance policies and procedures.
• Support and manage workflows, ensuring data integrity and consistency.
• Implement and monitor data governance rules within the application.
• Technical Support:
• Provide expert support for issues related to data processing, JSON, and REST APIs.
• Collaborate with development teams to troubleshoot and resolve application bugs.
• Assist in the planning and execution of application upgrades and patches.
• Monitoring and Performance:
• Monitor application performance and health using various tools.
• Identify and address performance bottlenecks and potential issues proactively.
• Ensure high availability and reliability of the application.
• Customer Interaction:
• Serve as a point of contact for customers, providing timely and effective solutions.
• Communicate complex technical issues in a clear and concise manner.
• Gather customer feedback to improve the application and support processes.
• Collaboration and Documentation:
• Work closely with L1 and L2 support teams, development teams, and other stakeholders.
• Provide technical guidance and mentorship to junior support engineers.
• Maintain comprehensive documentation of issues, solutions, and best practices.

Requirements:

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• 8+ years of experience in Production and product support, focusing on SaaS applications and data processing.
• Proficiency in troubleshooting and resolving complex technical issues to identify bugs and interfacing with Engineering and DevOps teams
• Expert in data handling with data structures like SQL, JSON and REST APIs.
• Must have worked in a 24/7 environment on production systems and should have handled customer escalations
• Strong knowledge of data governance rules and workflow management.
• Must have setup and configured monitoring tools, logging, and performance analysis.
• Experience with cloud platforms such as AWS, Azure, or Google Cloud.
• Knowledge of scripting languages (e.g., Python, Shell) and automation tools.
• Familiarity with DevOps practices and CI/CD pipelines.
• Experience supporting ETL-based systems and e-commerce applications.

Skills and Competencies:

• Excellent problem-solving and analytical skills.
• Strong communication and interpersonal skills.
• Ability to work under pressure and manage multiple priorities.
• Detail-oriented with a focus on delivering high-quality results.
• Proactive and self-motivated with a strong sense of ownership.
• Ability to work effectively both independently and as part of a team.
• Customer-centric approach with a focus on providing exceptional service.
• Willingness and ability to work in a 24/7 support environment.

What We Offer:

• Competitive salary and benefits package.
• Opportunities for professional growth and development.
• A collaborative and inclusive work environment.
• The chance to work with cutting-edge technologies and innovative solutions.

Work Location - Bangalore (Hybrid)

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