Product Support Engineer

Role Overview:

We are hiring Product Support Engineers at various experience levels, from mid-level professionals to senior experts. As part of our support team, you will work directly with enterprise customers and internal teams to diagnose and resolve technical issues, optimize system performance, and contribute to the continuous improvement of our products.

Key Responsibilities:

· Provide technical support for KX products, ensuring system stability and optimal performance.

· Diagnose and troubleshoot software, infrastructure, and performance-related issues.

· Work closely with engineering teams to escalate and resolve complex product defects.

· Assist customers with product deployments, configurations, and best practices.

· Create and maintain technical documentation and knowledge base articles.

· Develop automation scripts and tools to enhance support efficiency (for senior-level candidates).

· Lead root cause analysis (RCA) efforts and mentor junior engineers (for senior-level candidates).

· on-call and weekend work will be required to support critical incidents, system maintenance, or client needs outside regular business hours.

Required Skills & Experience:

We encourage applications from candidates with varying levels of experience, with responsibilities and expectations adjusted accordingly.

For Mid-Level Candidates:

· 2+ years of experience in technical support, product support, or software troubleshooting.

· Strong knowledge of Linux/Unix environments.

· Familiarity with databases (SQL, kdb+/q, or time-series databases).

· Understanding of networking, APIs, and cloud platforms (AWS, Azure, GCP).

· Strong problem-solving and communication skills.

For Senior Candidates:

· 5+ years of experience in product or technical support for enterprise software.

· Deep expertise in Linux/Unix system administration, performance tuning, and troubleshooting.

· Strong experience in SQL, kdb+/q, or other time-series databases.

· Hands-on knowledge of automation (Python, Shell, etc.) and monitoring tools.

· Ability to lead incident resolution, drive process improvements, and mentor junior team members.

Preferred Qualifications (for all levels):

· Experience with real-time data processing, high-frequency trading, or IoT applications.

· Familiarity with observability tools (Splunk, Prometheus, Grafana, ELK stack).

· Knowledge of DevOps practices, CI/CD pipelines, and containerization (Docker, Kubernetes).

· ITIL certification or experience working in an ITIL-based support environment.