Job Code: SIL-63496 | Sigma Infosolutions Limited
Ahmedabad, Gujarat, India
3 positions
Required Experience
2 - 4 Years
Skills
Python,
SQL,
AI
Job Description
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Job Description - AI Product Engineer
Customer Success | Night Shift
Role Overview
We are looking for a customer-focused AI Product Engineer to support our SaaS products and customers during night-shift operations.
This is a technical, customer-facing role responsible for analyzing Freshdesk tickets, troubleshooting application and API issues, using AI-assisted tools for investigation and productivity, communicating with customers, and coordinating with engineering teams for timely resolution.
The candidate should be comfortable working with APIs, Postman, SQL queries, scripts, application logs, AI tools, Golang, Python, MongoDB, PostgreSQL, and production-support processes.
Key Responsibilities
Monitor and respond to customer-reported issues through Freshdesk, email, Slack, and other support channels.
Analyze Freshdesk tickets and classify them as defects, action requests, configuration issues, data issues, questions, or enhancement requests.
Understand the business impact and assign the appropriate ticket priority.
Reproduce reported issues in test or staging environments.
Use Postman to test APIs, request payloads, authentication, headers, and responses.
Execute SQL queries and approved scripts for investigation and resolution.
Analyze application code, scripts, logs, browser console errors, API responses, and system behaviour.
Troubleshoot services and applications developed using Golang and Python.
Investigate data-related issues using MongoDB and PostgreSQL.
Use AI-assisted tools to analyze issues, summarize tickets, prepare troubleshooting steps, and improve support productivity.
Resolve known product, configuration, integration, or data-related issues using available documentation and playbooks.
Escalate complex issues to Engineering, QA, DevOps, or Product teams with complete investigation details.
Provide timely, clear, and professional updates to customers.
Follow up on open tickets until resolution or successful shift handover.
Identify recurring issues and recommend product or process improvements.
Prepare shift-handover notes covering open issues, completed actions, owners, risks, and next steps.
Support production incidents and coordinate with on-call teams when required.
Contribute to knowledge-base articles, troubleshooting guides, scripts, automation, and support documentation.
Required Skills and Experience
2–4 years of relevant experience in product engineering, product support, application support, production support, technical support, customer success engineering, or a similar role.
Hands-on experience with Golang or Python.
Working knowledge of MongoDB and PostgreSQL.
Ability to write and execute SQL queries.
Ability to understand, debug, and execute scripts.
Hands-on experience using Postman for API testing and troubleshooting.
Understanding of REST APIs, JSON, HTTP methods, status codes, headers, and authentication.
Experience using Freshdesk, Zendesk, Jira Service Management, or a similar ticketing platform.
Familiarity with AI tools for issue analysis, code understanding, documentation, ticket summarization, or productivity improvement.
Strong analytical and problem-solving skills.
Good written and verbal communication skills.
Ability to explain technical issues in simple, customer-friendly language.
Strong ownership, follow-up, documentation, and escalation discipline.
Willingness to work in a fixed or rotational night shift.
Preferred Skills
Experience supporting SaaS, fintech, lending, banking, payments, e-commerce, or transaction-based applications.
Experience debugging backend services developed using Golang or Python.
Knowledge of MongoDB queries, indexing, aggregation, and performance analysis.
Knowledge of PostgreSQL queries, joins, stored procedures, indexing, and performance troubleshooting.
Familiarity with browser developer tools and log-analysis platforms.
Basic understanding of AWS, Azure, cloud infrastructure, and production environments.
Experience with monitoring tools such as CloudWatch, OpenSearch, Kibana, Grafana, or Datadog.
Exposure to AI coding assistants, AI support tools, or automation platforms.
Understanding of incident management, SLA management, root-cause analysis, and production-support processes.
Ideal Candidate Profile
The ideal candidate should be:
Technically curious and comfortable investigating issues independently.
Comfortable reading and debugging Golang or Python code.
Capable of investigating application and data issues using MongoDB and PostgreSQL.
Customer-focused and confident in written and verbal communication.
Comfortable using AI tools to improve investigation and support efficiency.
Calm and organized during production incidents.
Capable of distinguishing between configuration, data, integration, infrastructure, and product defects.
Proactive in following up and driving issues toward closure.
Comfortable coordinating with Product, Engineering, QA, DevOps, and Customer Success teams.
About Company
Sigma Infosolutions Ltd. (https://www.sigmainfo.net), an ISO 9001: 2015 & ISO 27001: 2022 certified company, is a global IT & Product Engineering services company. We specialize in the execution of strategic initiatives for business leaders. Sigma is headquartered in California, US and has operations in India as well. The India Development Centers are located in Bangalore, Ahmedabad, Jodhpur and Indore.
