Product Support Engineer I

SoundHound AI believes every person should be able to interact naturally with the products around them—by simply talking. With a global reach spanning two dozen languages, we build Voice AI products with conversational intelligence for industries ranging from automotive, restaurants, and retail to enterprise sectors such as financial institutions, insurance, and healthcare. Our solutions empower customers to extend their brand in new and meaningful ways, revolutionizing how businesses connect with their audiences.

The Product Support Engineer I role requires troubleshooting and assisting users with basic Product associated UI configuration, system/platform maintenance such as memory, disk, etc. This requires a foundational understanding of Linux commands and basic DB management.

In this role, you will:

• Respond to user inquiries; act as the first point of contact for user issues related to the Java application running on Linux. Communicate with users via ticketing systems, email, chat, and phone to understand and document their issues.
• Troubleshoot Java and Linux Environment Issues; investigate and resolve basic application issues specific to the Java runtime and Linux environment, including file permissions, application service status, and connectivity.
• Log and track incidents; accurately log incidents in the ticketing system, providing detailed documentation of each issue, steps taken, and resolution. Keep users informed of progress and close tickets promptly upon resolution.
• Monitor application performance on Linux; help monitor the application’s performance in a Linux environment, identifying any potential issues with CPU, memory, or disk utilization that may impact the application using the tools available.
• Escalate to higher support levels; recognize when issues require escalation to Level 2 or higher teams, especially for complex Java exceptions, in-depth Linux OS issues, or significant performance bottlenecks.
• Assist with basic configuration and setup; provide support with basic application configuration, RBAC setup through UI and manage file permissions, and service configurations to ensure the application runs smoothly on Linux.

We would love to hear from you if:

• You have Linux Command Line Proficiency: Knowledge of essential Linux commands (e.g., system status, directory navigation, file permissions) and comfort with the command line for basic troubleshooting and user guidance.
• You are proficient in basic Shell scripting: Familiarity with shell scripting can help in automation and troubleshooting, especially for recurring issues or simple tasks.
• You have troubleshooting and problem-solving skills: Ability to diagnose and address common issues related to both Java applications and Linux environments, including analysing system logs and identifying potential application or OS-related causes.
• You have attention to detail and documentation skills: Careful documentation of issues, steps taken, and resolutions is essential for effective troubleshooting and knowledge sharing.
• You have communication skills: Strong verbal and written communication skills to effectively interact with users, relay technical information, and work with higher-level support teams as needed.
• You have 1+ years as an application support engineer or relevant
• You have familiarity with ITIL or ITSM: Knowledge of IT Service Management (ITSM) frameworks, especially ITIL (Information Technology Infrastructure Library) practices, is a plus for standardized support processes.
• You have experience with ticketing systems: Familiarity with helpdesk or ticketing software (e.g., JIRA, ServiceNow, Zendesk) to track and manage support incidents effectively.
• You have Kubernetes/Docker proficiency (preferred): Knowledge of basic commands on K8 (e.g., system status, POD information lookup, replicas, etc.) and comfort with the command line for basic troubleshooting and user guidance.
• You have basic SQL knowledge (preferred): Familiarity with database such as MySQL, Cassandra can be helpful for troubleshooting issues related to database connectivity and queries within the Java application.

This role is available in Bengaluru and will be hired into Amelia Global Services, a subsidiary of SoundHound AI. Our recruiting team will provide a total compensation range based on location and years of experience.

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