Product Expert - 1 / 2 | Impetus @ Fynd

Fynd is India s largest omnichannel platform and a multi-platform tech company specializing in retail technology and products in AI, ML, big data, image editing, and the learning space. It provides a unified platform for businesses to seamlessly manage online and offline sales, store operations, inventory, and customer engagement. Serving over 2,300 brands, Fynd is at the forefront of retail technology, transforming customer experiences and business processes across various industries.

In this role you would be responsible for day to day maintenance of engineering systems. You would also often act as the first line of support for internal applications while fixing bugs, developing and deploying small components of code.

The role of the Platform Tech Specialist is a technical role that ensures the stability, integrity, and efficient operation of the platform / system and services.

High Impact production issues often require coordination between multiple Engineering, Infrastructure and Product groups, so you get to experience a breadth of impact with various groups.

What will you do at Fynd

• Be a subject matter expert of product
• Documenting troubleshooting and problem resolution steps.
• Monitor alerting channels, analyze problems, diagnose and do occasional code fixes with low to medium complexity.
• Taking ownership of technical issues and working closely with developers to resolve more complicated problems.
• Work closely with product and developers to enhance the quality of existing products.
• Advocate internally for customer needs - be the technical voice of the customer
• Resolving escalated customer complaints without the need for team lead intervention.
• Address urgent issues quickly, work within and measure against customer SLAs.
• Train and coach customers to a successful onboarding process and ongoing usage.
• Automate scripts / tasks for reporting and maintenance; and build anomaly detectors and alerting wherever applicable.
• Develop smaller complexity features/enhancements in existing products.
• Perform in-depth research and identify sources of production issues surrounding the application.
• Work closely with business in managing day to day issues, and resolve user queries.
• Perform daily health checks of the application, job schedules and infrastructure supporting the application.
• Develop and facilitate monitoring systems to identify issues before they happen.
• Work backward with the Product team to improve the product as per the feedback/issues of the product

Some more requirements

• Be a subject matter expert of assigned sub-platforms(product)
• Ability to troubleshoot issues and identify root causes , resolutions
• Documenting troubleshooting and problem resolution steps.
• Monitor alerting channels, analyze problems, diagnose and do occasional code fixes with low to medium complexity
• Taking ownership of technical issues and working closely with developers to resolve more complicated problems enhance the quality of existing sub-platforms.
• Advocate internally for end user needs - be the technical voice of the end user.
• Address urgent issues quickly, work within and measure against customer SLAs.
• Train and coach customers to a successful onboarding process and ongoing usage.
• Develop smaller complexity features/enhancements in existing sub-platforms.
• Perform in-depth research and identify sources of production issues surrounding the application.
• Work closely with business in managing day to day issues, and resolve user queries.
• Perform daily health checks of the application, job schedules and infrastructure supporting the application.
• Develop and facilitate monitoring systems to identify issues before they happen.

What do we offer

Growth

Growth knows no bounds, as we foster an environment that encourages creativity, embraces challenges, and cultivates a culture of continuous expansion. We are looking at new product lines, international markets and brilliant people to grow even further. We teach, groom and nurture our people to become leaders. You get to grow with a company that is growing exponentially.

Flex University

We help you upskill by organising in-house courses on important subjects

Learning Wallet: You can also do an external course to upskill and grow, we reimburse it for you.

Culture

Community and Team building activities

Host weekly, quarterly and annual events/parties.

Wellness

Mediclaim policy for you + parents + spouse + kids

Experienced therapist for better mental health, improve productivity work-life balance

We work from the office 5 days a week to promote collaboration and teamwork. Join us to make an impact in an engaging, in-person environment!