Job Description:
What You’ll Do:
- Own L1/L2 production support for B2B enterprise customers and resolve live product/system issues.
- Act as a technical point of contact for enterprise clients, ensuring timely resolution and clear communication.
- Monitor production systems and create/manage alerts & dashboards using Elastic/Kibana.
- Analyze application logs, metrics, and system behavior to identify root causes and implement fixes.
- Work hands-on with GCP for production monitoring, troubleshooting, and incident management.
- Build and maintain Metabase queries and dashboards for business and operational insights.
- Perform Root Cause Analysis (RCA) and drive preventive actions to improve product reliability.
- Track incidents, requests, and escalations through Jira while ensuring SLA adherence.
- Collaborate with Engineering, DevOps, Product, and Customer Success teams to resolve customer-impacting issues.
- Handle enterprise client escalations and provide structured technical updates.
Must-Have Skills;
- 1-3 years of experience in B2B Product Support / Production Support / SaaS Support / Observability roles
- Experience supporting enterprise customers or B2B platforms
- Strong hands-on experience with Elastic / Kibana
- Experience with GCP monitoring and troubleshooting
- Hands-on experience with Metabase (queries + dashboards)
- Strong understanding of incident management and RCA documentation
- Good debugging skills with logs, APIs, SQL, and application metrics
- Strong analytical, communication, and stakeholder management skills
Nice to Have:
- Experience working with SaaS / cloud-native products
- Client-facing technical support experience
- Jira or similar ticketing tools
- SQL and API troubleshooting experience
- Knowledge of monitoring/observability practices
Ideal Candidate Snapshot:
A customer-focused B2B product support professional who can manage enterprise escalations, troubleshoot production issues, collaborate with engineering teams, and ensure reliable product experience for clients.