Product Support Engineer - Linux,SQL

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Product Support Engineer - Linux, SQL based in India.

This is an excellent opportunity for a technical support professional who enjoys solving complex production issues and ensuring the reliability of mission-critical applications. In this role, you will provide high-quality product support while collaborating with cross-functional teams to deliver exceptional service to global customers. You will work in a fast-paced environment where troubleshooting, service improvement, and customer communication are equally important. The position offers exposure to a broad range of enterprise technologies, making it ideal for candidates looking to expand their expertise in production support, Linux environments, and database technologies while working remotely.

• Provide technical support for mission-critical applications, ensuring timely diagnosis and resolution of production issues.
• Investigate, troubleshoot, and resolve incidents involving Linux, SQL, and related enterprise technologies while maintaining high service standards.
• Monitor application performance and proactively identify opportunities to improve service reliability and operational efficiency.
• Produce and maintain accurate service documentation, incident records, knowledge base articles, and operational procedures.
• Collaborate with development, infrastructure, and client-facing teams to resolve complex technical issues and implement permanent solutions.
• Contribute to Service Improvement Plans by identifying recurring issues and recommending preventive actions.
• Utilize incident and call management systems to track, prioritize, escalate, and resolve support requests in accordance with SLAs.
• Communicate effectively with customers and stakeholders, providing regular updates throughout the incident lifecycle.
• Participate in rotational support aligned with Jamaican business hours while ensuring high levels of customer satisfaction.

Requirements:

• 2–5 years of experience in application or product support within enterprise IT environments.
• Strong working knowledge of Linux/UNIX operating systems and SQL for troubleshooting and database analysis.
• Excellent verbal and written English communication skills with strong customer-facing abilities.
• ITIL v3 Foundation certification or equivalent understanding of IT service management principles.
• Experience supporting mission-critical production applications and maintaining service documentation.
• Familiarity with incident management and call tracking systems.
• Strong analytical, troubleshooting, and problem-solving skills with the ability to manage multiple priorities.
• Excellent interpersonal skills and the ability to collaborate effectively across technical and business teams.
• Exposure to technologies such as Windows, Solaris, Java, Oracle, .NET, JavaScript, HTML, Docker, ActiveMQ, Uniface, Ensemble, or JetNexus is considered an advantage.
• Willingness to work remotely during Jamaican working hours (7:30 PM – 4:00 AM IST).

Benefits:

• Fully remote work opportunity.
• Exposure to global enterprise customers and mission-critical technology environments.
• Opportunity to work with a wide range of modern infrastructure, application, and database technologies.
• Collaborative and supportive technical environment focused on continuous improvement.
• Professional development through hands-on experience with enterprise support operations and IT service management.
• Career growth opportunities within an international technology organization.