About VideoSDK:VideoSDK is a real-time communication platform that helps developers and businesses build scalable video, voice, and interactive experiences into their applications. With powerful APIs and SDKs, VideoSDK enables teams to create custom solutions for video conferencing, live streaming, webinars, virtual classrooms, and collaborative applications without worrying about the complexities of infrastructure.
Position : Product Support Engineer
Location: Surat, GJ (Onsite)
Experience: 6 month-2 Years
Website: www.videosdk.live
Role Overview
We are looking for a Product Support Engineer to work closely with customers and internal engineering teams to deliver seamless real-time communication solutions using VideoSDK. This role requires a strong technical foundation, problem-solving mindset, and customer-facing communication skills to help clients successfully integrate and optimize our platform.
Responsibilities:
Monitor production systems and proactively identify service issues.Analyze application.
infrastructure, and service logs to troubleshoot incidents.
Perform root cause analysis (RCA) and work with engineering teams to drive issue resolution.
Investigate customer-reported issues and provide timely updates and resolutions.
Collaborate with Product, Engineering, and Customer Success teams to ensure high service reliability.
Create and maintain troubleshooting guides, runbooks, and incident documentation.
Track recurring issues and recommend improvements to enhance system stability.
Support deployment validation and post-release monitoring activities.
Requirements:
0.6 to 2 years of experience in Technical Support, Product Support, Site Reliability, or a related role.
Good understanding of backend systems and infrastructure fundamentals.
Working knowledge of Python & Javascript for debugging, log analysis, automation, or scripting tasks.
Experience with monitoring and observability tools.
Strong ability to analyze logs, trace issues across systems, and determine root causes.
Basic understanding of APIs, microservices, databases, and cloud environments.
Familiarity with Linux environments and command-line troubleshooting.
Good to have:
Understanding of real-time communication systems (WebRTC, SIP, VoIP, streaming technologies, etc.).
Exposure to Voice AI agents, conversational AI agents, or speech technologies.
Basic knowledge of cloud platforms such as AWS, GCP, or Azure.
Experience handling production incidents in a SaaS environment.
