Product Support Engineer (SRE, QA)

BSC Analytics•Atlanta, GA

21d•$25 - $30•Remote

About The Position

As a Product Support Engineer at BSC Analytics, you will be the first point of contact for clients and help maintain product reliability. You will own support issues from initial ticket through root-cause analysis, contribute to production reliability with a site reliability engineering mindset, and perform quality assurance to help ensure releases work as intended. You will collaborate with product and engineering teams, use AI tools in support and testing, and develop deep expertise in the product within a flexible, remote-first culture. The role is remote but requires the employee to be located in India. Working hours are Tuesday through Saturday, 3:30 AM–11:30 AM IST (Monday through Friday, 6:00 PM–2:00 AM ET), with an on-call weekend rotation once a month.

Requirements

At least 4 years of experience in technical product support, support engineering, or SRE roles.
At least 2 years of hands-on QA experience, including manual and automated testing.
Hands-on experience with AWS and/or Azure.
Strong troubleshooting skills across logs, APIs, databases, and distributed systems.
Working knowledge of SQL and at least one scripting language.
Excellent communication skills, including the ability to explain technical issues to non-technical clients.
Ability to multitask, work independently, and contribute proactively as a team member.
Experience using or supporting AI/LLM-powered products, including testing AI outputs.

Nice To Haves

Python, Bash, or PowerShell experience.
Experience with monitoring and observability tools, particularly CloudWatch and Azure Monitor.
Experience with test automation frameworks, particularly Playwright.
Familiarity with CI/CD pipelines and incident management practices.
Experience in highly regulated industries such as finance or healthcare.
Experience in consulting or client-facing delivery roles.
Kubernetes and Terraform experience.
AWS or Azure cloud certifications.
Agile experience.

Responsibilities

Own client-reported issues from triage and troubleshooting through resolution and follow-up.
Serve as a technical point of contact for clients and explain complex problems clearly.
Investigate logs, metrics, APIs, and data to identify root causes.
Escalate product defects and work with engineering using clear reproduction steps and context.
Create and maintain runbooks, knowledge base articles, and support documentation.
Monitor production health and respond to incidents across AWS and Azure cloud environments.
Implement proactive monitoring and alerting.
Lead or contribute to blameless postmortems and drive follow-up fixes to completion.
Automate repetitive support and operational tasks.
Support secure, compliant, and resilient operations for clients in highly regulated industries.
Partner with product and engineering teams to test features and releases before launch.
Write and execute test plans, test cases, and regression suites.
Build and maintain automated tests and integrate them into CI/CD pipelines.
Use client issues to expand test coverage and prevent recurring defects.
Use AI tools to improve triage, troubleshooting, test generation, and documentation.
Test and validate AI-powered product features, including output quality and edge cases.
Identify opportunities to improve support and QA processes using AI.