Product Support Engineer - Linux,SQL(Night shift)

As a Product Support Engineer, you will be responsible for maintaining application reliability, resolving technical issues, and supporting continuous service improvements. You will work closely with customers and internal teams to ensure smooth operations across critical technology platforms.

Provide technical support for mission-critical applications and production environments.

Troubleshoot, analyze, and resolve application and system-related issues.

Manage customer interactions and ensure timely resolution of support requests.

Use call tracking and service management systems to monitor, prioritize, and document incidents.

Create and maintain service documentation, knowledge articles, and operational procedures.

Support the delivery of service improvement initiatives and contribute to process optimization.

Apply IT service management best practices to improve support operations.

Collaborate with technical teams to investigate issues and implement effective solutions.

Work with various technologies across Linux, Unix, Windows, databases, and application environments.

Support continuous improvement by identifying recurring issues and recommending enhancements.

Communicate clearly with stakeholders and provide regular updates on issue resolution.

Requirements

• The ideal candidate has experience in application support, strong troubleshooting capabilities, and the ability to work effectively in a customer-focused technical environment. You should have excellent communication skills, a service-oriented mindset, and familiarity with enterprise technology platforms.

• 2–5 years of experience in product support, application support, or a related technical role.

• Excellent written and verbal communication skills in English.

• Experience supporting mission-critical applications and production environments.

• Understanding of IT service management principles; ITIL V3 Foundation certification is preferred.

• Experience creating technical documentation and support materials.

• Exposure to client service management and stakeholder communication.

• Experience contributing to service improvement plans and operational enhancements.

• Strong analytical and problem-solving skills.

• Experience using incident, ticketing, or call management systems.

• Knowledge of technologies used in enterprise service delivery.

• Experience or exposure to Linux, Unix, or Windows environments.

• Familiarity with SQL and databases such as Oracle is preferred.

• Exposure to technologies including Java, .NET, JavaScript, HTML, Docker, ActiveMQ, Solaris, Uniface, Ensemble, or similar platforms is a plus.

• Ability to work remotely during night shift hours aligned with Jamaican working hours (7:30 PM – 4:00 AM India time).

Benefits

• Fully remote working opportunity.

• Exposure to global clients and enterprise technology environments.

• Opportunity to work on mission-critical applications and complex technical challenges.

• Experience with diverse technologies across software, infrastructure, and database systems.

• Opportunity to develop technical expertise and service management skills.

• Collaborative environment with opportunities for continuous learning and professional growth.

• International work exposure within a technology-focused organization.