Production Support Engineer (Mumbai)

Role & responsibilities - Receiving and logging customer issues via tickets, email, phone, or chat. - Performing initial troubleshooting using standard procedures and knowledge base articles. - Identifying, reproducing, and documenting issues with transparent details. - Resolving common or known issues within defined SLAs. - Escalating complex issues to L2/L3 support or engineering teams with complete information. - Monitoring ticket queues and providing timely updates to customers. - Following up with customers until issues are resolved. - Maintaining accurate records of incidents, service requests, and resolutions. - Creating or updating knowledge base articles and SOPs. - Coordinating with development, QA, and infrastructure teams when required. - Monitoring application health and reporting critical incidents. - Ensuring compliance with support processes, quality standards, and SLAs. - Assisting users with product features, configurations, and basic training. .