Production and Support Engineer

Job Title: Customer Support Engineer (CSE) Experience Required: 05 years Employment Type: Full-time Location: Pune (Onsite) Schedule & Reliability: CSE ensures high-availability for our global customers through a standard Monday Saturday coverage model. To maintain our commitment to excellence, you will participate in a Sunday on-call rotation (approximately once per month) to handle urgent escalations. Role Overview: As a Customer Success Engineer you are the Technical Custodian of the Digital Factory. You don't just solve tickets; you architect reliability for the next generation of industrial intelligence. You will bridge the gap between complex shop-floor data (PLCs, SCADA) and our high-scale cloud platform, ensuring that our Digital Factory (DFX) remains the "single source of truth" for our global customers. You will dive deep into a stack powered by Ruby on Rails, MongoDB, React, and Java, leveraging AI-augmented tools like Cursor and GitHub Copilot to accelerate troubleshooting and root-cause analysis. You'll gain elite exposure to the entire data pipeline from Edge Gateways to Azure/AWS Cloud ensuring mission-critical data flows seamlessly. Key Responsibilities: Act as first responder for customer incidents, alerts, and support requests Monitor and troubleshoot the end-to-end data and application pipeline: Edge Gateway Data Ingestion Platform Applications. Don't just fix evolve. Champion deep-dive Root Cause Analysis (RCA) to build a proactive, "self-healing" ecosystem and eliminate recurring bottlenecks. Ensure timely acknowledgment, resolution, or escalation of issues within defined SLAs. Collaborate with Engineering, Product, QA, and Implementation teams on fixes, releases, and improvements. You will be the primary liaison between customers these teams to turn todays fixes into tomorrows features. Maintain accurate ticketing, documentation, and knowledge base updates for recurring issues. Ensure 24/7 customer trust , coverage and participate in handovers, weekend rotations, and on-call support as required. Communicate with clarity and empathy, serving as a trusted technical advisor to our customers during their most critical moments. Required Skills & Qualifications: Bachelors degree in Electronics, Computer Science, Instrumentation, Mechanical, Electrical, or related engineering disciplines. Experience in technical support, SaaS platforms, industrial IoT, or manufacturing systems. Excellent verbal and written communication skills. Ability to work independently, prioritize tasks, and learn quickly in dynamic environments. Exposure to monitoring tools, logs, or debugging production issues. High ownership mindset, customer empathy, and execution discipline. Strong debugging, problem-solving, and analytical skills. Experience with at least one object-oriented programming language Understanding of data structures and their practical applications is required Exposure to frontend technologies is desirable Flexible to work in shifts and on weekends as part of an on-call rotation and global support environments Good to have, experience using support tools like Jira, ServiceNow, Freshdesk, or similar.