Principal Product Support Engineer

Principal Product Support Engineer

• Provide remote software troubleshooting and participate in sustaining and release engineering activities.
• Analyze crash dumps, log files, and system behavior in collaboration with Tier 1, Tier 2, and engineering teams.
• Reproduce complex technical issues and design temporary workarounds to support development and QA validation.
• Create and maintain defect reports, requests for enhancement, and track delivery of fixes and security mitigations.
• Develop and update knowledge base articles, troubleshooting guides, and technical documentation.
• Mentor Support Specialists, providing technical guidance and best practices.

• Bachelor’s degree in Computer Science, Software Engineering, Information Technology, or related discipline; or equivalent experience.
• 9-12 years of experience in a software development or sustaining engineering role; at least 2 years of technical support experience, preferably involving Linux operating systems or virtualization platforms.
• Proficiency with Linux/Unix operating systems, including low-level networking and storage fundamentals.
• Hands-on experience with hardware installation, configuration, and troubleshooting.
• Experience debugging in two or more relevant programming languages (e.g., C/C++, Rust, Ruby, and Perl).
• Strong analytical and problem-solving skills, with the ability to troubleshoot complex technical issues.
• Excellent verbal and written communication skills, with the ability to convey technical concepts to non-technical audiences.
• Customer-centric mindset with a passion for delivering exceptional support

• Bangalore, India