Seeking a customer-focused AI Product Engineer to support SaaS products during night shifts.

About the Company

Sigma Infosolutions Ltd. is a globally recognized IT and Product Engineering services company, specializing in executing strategic initiatives for business leaders. Founded with a vision to drive technological innovation, Sigma is headquartered in California, USA, with prominent operations in India. The company holds ISO certifications (9001:2015 and 27001:2022), underscoring its commitment to quality and data management. With development centers located in Bangalore, Ahmedabad, Jodhpur, and Indore, Sigma consistently aims to create value for its customers through cutting-edge solutions and exceptional service.

Role Overview

We are in search of a customer-focused AI Product Engineer to provide support for our SaaS products during the night shift. This challenging role is primarily technical and customer-facing, responsible for addressing customer issues during night operations, analyzing tickets, troubleshooting application/API issues, and facilitating communication between customers and engineering teams to ensure timely resolutions. You will be utilizing AI-assisted tools to enhance your investigative capabilities and maintain productivity levels in a dynamic support environment.

Key Responsibilities

• Monitor and address customer-reported issues across various platforms such as Freshdesk, email, and Slack.
• Classify and analyze Freshdesk tickets, identifying defects, action requests, configuration issues, and enhancement requests.
• Determine the business impact of issues and appropriately prioritize tickets.
• Reproduce reported issues within test or staging environments to facilitate troubleshooting.
• Use Postman to conduct API tests, checking request payloads, headers, and other parameters.
• Execute SQL queries and scripts as necessary for investigation.
• Analyze application behaviors, application code, logs, and API responses to troubleshoot problems.
• Investigate data-related issues with databases such as MongoDB and PostgreSQL.
• Use AI tools to enhance support productivity by analyzing issues and summarizing troubleshooting steps.
• Provide clear and professional updates to customers, escalating complex problems to the relevant teams when necessary.
• Follow up on open tickets for resolution and ensure smooth shift handovers.
• Recommend product or process improvements based on recurring issues.
• Contribute to the development of knowledge base articles and support documentation.

Tech Stack

• Programming Languages: Golang, Python
• Databases: MongoDB, PostgreSQL
• API Testing Tools: Postman
• Ticketing Systems: Freshdesk, Jira Service Management
• Other Tools: AI-assisted tools, various troubleshooting and monitoring tools

This role requires a proactive, analytical, and customer-centric approach to problem-solving, ideally suited for candidates keen on developing their skills in a fast-paced tech environment.

• 2–4 years of experience in product engineering, product support, or a related role.
• Proficiency in Golang or Python.
• Experience with MongoDB and PostgreSQL is a plus.
• Ability to write and execute SQL queries.
• Familiarity with Postman for API testing.
• Understanding of REST APIs, JSON, HTTP methods, and authentication.
• Experience with ticketing platforms like Freshdesk or Jira.
• Strong analytical skills and problem-solving abilities.
• Excellent communication skills, both written and verbal.
• Willingness to work night shifts.

• Competitive salary package.
• Opportunities for skill development and career progression.
• Flexible working hours.
• Work in a collaborative and supportive environment.