Product Support Engineer

About the role

• The Product Support Engineer leads investigation and resolution of complex production issues across the GT platform, leveraging technical expertise, deep product knowledge, and cross-team collaboration to maintain system stability. Must be legally authorized to work in the US without sponsorship.

• Lead technical investigation and coordinate cross-team response during Sev1/Sev2 production incidents.
• Use trace analysis, SQL, code, debugging techniques, and internal tools to analyze system problems.
• Conduct root cause analysis for recurring or high-impact production issues.
• Work closely with Support, Architecture, and Engineering teams to drive system improvements and code fixes.
• Create and prioritize defect tickets in JIRA, documenting impact and steps to reproduce; coordinate across teams to ensure fixes are implemented, validated, and fully resolved.
• Attend architecture, production release, and training meetings; disseminate relevant information to internal teams as needed.
• Provide engineering knowledge and technical support for complex API integrations as needed.
• Maintain strong working knowledge of the platform; identify systemic issues and recommend cross-system improvements.
• Translate customer impact and feedback into prioritized, engineering-aligned urgency for Product and Engineering teams.
• Perform other duties as assigned.

• Previous experience working with medium to large enterprise applications.
• Formal training or equivalent experience with Java.
• Strong troubleshooting and debugging ability.
• Working knowledge of Spring and Hibernate/JPA.
• Understanding of performance and concurrency issues and common fixes.
• Excellent verbal and written communication skills.
• Ability to self-manage, prioritize critical incidents, and task-switch effectively; strong time management and ability to work independently and across multiple teams.
• Comfortable collaborating across teams.
• Friendly and service-oriented, with a genuine desire to help customers and teammates.

• Knowledge of large-scale architecture and data-intensive systems.
• Understanding of deployment pipelines and tooling (e.g., Git Lab, Artifactory).
• Enjoy digging into complex issues and figuring out how systems really work.