Project Manager

About the Role

We are looking for an experienced and technically strong Senior Engineer – Product Support to manage and resolve complex technical issues related to OnePro CX, our customer experience and after-sales service management platform. The role will involve end-to-end product support, troubleshooting, incident management, root cause analysis, customer coordination, CRM configuration, API/integration support, and collaboration with development, implementation, and infrastructure teams. The ideal candidate should have strong analytical and problem-solving skills, a customer-focused approach, and the ability to independently handle critical production issues within defined SLA timelines. 

Key Responsibilities

1. Product & Application Support

● Provide L1/L2/L3 technical support for OnePro CX web and mobile applications.

● Ensure customer issues, incidents, and service requests are properly logged, tracked, documented, and resolved within defined SLA guidelines.

● Provide end-to-end troubleshooting for deployed products, modules, and customized solutions.

● Analyze application errors, functional issues, data inconsistencies, and system behavior.

● Monitor recurring issues and proactively identify opportunities for permanent fixes.

● Support customers during production deployment, upgrades, and major releases. 

2. CRM & Customer Support

● Manage and resolve complex CRM-related issues involving service requests, complaints, work orders, warranties, products, customers, dealers, engineers, and service workflows.

● Understand customer business processes and translate them into technical requirements or solutions.

● Proactively follow up on customer concerns until complete resolution.

● Maintain clear communication with customers regarding issue status, expected resolution, and preventive actions.

● Ensure proper documentation of incidents, resolutions, workarounds, and knowledge-base articles. 

3. Troubleshooting & Root Cause Analysis

● Conduct detailed Root Cause Analysis (RCA) for critical and recurring production issues.

● Analyze application logs, database records, API responses, server logs, and system configurations to identify the source of problems.

● Recommend corrective and preventive actions for advanced technical issues.

● Implement or coordinate emergency fixes for critical production issues.

● Identify recurring incidents and work with the development team to implement permanent solutions.

● Prepare RCA reports for major incidents and customer escalations. 

4. Database & Technical Analysis

● Perform database-level analysis to troubleshoot application and data-related issues.

● Write and execute SQL queries for investigation, validation, reporting, and data correction where authorized.

● Identify data inconsistencies and coordinate with the development team for corrective actions.

● Analyze database performance and identify queries or processes contributing to system issues.

● Ensure data corrections are properly documented and approved before execution. 

5. Incident & Escalation Management

● Take ownership of P1/P2 production incidents and ensure timely resolution.

● Prioritize incidents based on business impact and SLA requirements.

● Coordinate with Development, QA, DevOps, Implementation, and Product teams during critical incidents.

● Provide regular status updates to internal stakeholders and customers.

● Escalate issues appropriately when resolution requires specialized technical intervention.

● Conduct post-incident reviews and ensure preventive actions are tracked to completion. 

6. Product Enhancement & Productivity

● Lead or contribute to projects focused on improving productivity, system reliability, and customer experience.

● Identify gaps in existing OnePro CX processes and suggest product improvements.

● Work closely with Product and Development teams to convert support issues into product enhancements.

● Identify opportunities for automation to reduce repetitive support activities.

● Participate in product improvement initiatives based on customer feedback and support trends.

7. Release & Deployment Support

● Support application releases, patches, hotfixes, and production deployments.

● Perform pre- and post-deployment validation.

● Coordinate with QA teams for issue verification and regression testing.

● Validate critical business workflows after deployment.

● Ensure production changes are properly documented. 

9. Documentation & Knowledge Management

● Maintain detailed documentation of:

○ Customer issues

○ Troubleshooting steps

○ RCA reports

○ Workarounds

○ Permanent fixes

○ Product configurations

○ API/integration details

○ Known issues

● Create and maintain internal Knowledge Base / SOPs to improve support efficiency.

● Share technical knowledge and troubleshooting practices with junior support engineers. 

Key Skills & Technical Competencies

● Strong experience in Application / Product Support

● Good understanding of CRM and Customer Service platforms

● Strong SQL and database troubleshooting skills

● Understanding of REST APIs and third-party integrations

● Experience troubleshooting web applications

● Understanding of application logs and server-side issues

● Knowledge of JSON, XML, HTTP/HTTPS, API authentication

● Experience with tools such as Postman or similar API testing tools

● Understanding of cloud/server environments, preferably AWS

● Knowledge of ticketing and incident management systems

● Good understanding of SLA, incident, problem, and change management

● Strong Root Cause Analysis and debugging capabilities

● Basic understanding of Git/version control is preferred

● Experience with ERP/CRM integrations such as SAP, Tally, Salesforce, or Zoho will be an advantage. 

Education

● Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.

● Relevant technical certifications or equivalent practical experience will be an advantage. 

What You Will Do at OnePro CX

As a Senior Engineer – Product Support, you will act as a key technical bridge between customers, support, implementation, product, development, QA, and infrastructure teams.

You will be responsible not only for resolving customer issues but also for identifying the underlying causes, improving product reliability, reducing recurring incidents, and helping OnePro CX deliver a better customer experience at scale.