Product Support Engineer III

Overview

Product Support Engineer III (Mobile Experience) is a senior escalation owner responsible for leading end-to-end investigations across the company’s mobile ecosystem.

What you’ll do

• Act as primary L3/PSE owner for high-impact, ambiguous mobile issues across driver, fleet, routing/dispatch, and asset/workflow scenarios.
• Lead structured, hypothesis-driven investigations by defining problems, building reproducible cases, and analyzing logs/telemetry.
• Partner with engineering teams to assess impact/risk, prioritize fixes/mitigations, and influence reliability/observability roadmap decisions.
• Own customer and stakeholder communication for critical issues with business impact assessments, timelines, and post-incident summaries.
• Identify patterns across tickets/incidents and recommend product/tooling improvements to reduce volume and time-to-resolution.
• Maintain runbooks/playbooks/knowledge base content for mobile workflows with regional nuance, and mentor L2 engineers.

What you’ll need

• BS in Computer Science, Engineering (Mechanical/Electrical), or other technical fields.
• 8+ years of experience in technical support, solutions engineering, or similar roles working with complex SaaS products.
• Depth in mobile applications or fleet/telematics workflows.
• Proven troubleshooting expertise for mobile apps across Android and/or iOS, including constraints, network behavior, authentication, configuration, and sync.
• Strong debugging and root-cause analysis skills for ambiguous multi-system issues.
• Experience reading JIRA tickets/RFCs, validating hypotheses in lower environments, and influencing prioritization using data.

Details

• Location: Bengaluru - BLR1.