About TartanHQ
TartanHQ is an AI-first enterprise-tech company backed by 500 Global, Info Edge Ventures, and AngelList. We've raised ~$8.5M and are rapidly scaling toward profitability. Our platform powers operations for India's leading financial institutions including HDFC Bank, Bajaj Allianz, Care Health, Yes Bank, and 50+ enterprises.
We provide three core products: HyperVerify (80+ verification APIs), HyperSync (unified APIs for HRMS/ERP/CRM), and HyperApps (AI agents for insurance, banking, and compliance automation).
Role Overview
We are seeking a Product Support Engineer with 2-4 years of experience to provide technical support and resolve customer issues for TartanHQ's HR/payroll platform. You will be the technical bridge between customers and our engineering team, diagnosing complex issues, performing root cause analysis, and ensuring high service levels. Your technical skills and customer-first mindset will directly impact customer satisfaction and product reliability.
Key KPIs
Response time for P0 issues: <4 hours
SLA adherence: 95%+
Ticket resolution rate: 20+ tickets/week
RCA turnaround for critical issues: within 24 hours
Day-to-Day Responsibilities
Your week involves: monitoring support tickets and responding to customer issues, debugging and troubleshooting production problems, writing SQL queries to investigate data issues, documenting RCAs and solutions, and collaborating with engineering on complex issues. You'll triage issues, manage customer communication, and escalate appropriately.
Core Responsibilities
Customer Support & Issue Resolution (60% time allocation)
Respond to customer support tickets within SLA
Troubleshoot technical issues using logs, dashboards, and monitoring tools
Write SQL queries to investigate data inconsistencies
Test fixes and validate resolutions with customers
Escalate complex issues to engineering team
Debugging & Root Cause Analysis (25% time allocation)
Perform RCA for critical production issues
Identify patterns in bug reports
Document findings and recommend preventive measures
Collaborate with engineering on reproduction steps
Documentation & Knowledge (15% time allocation)
Create and maintain troubleshooting guides
Build internal knowledge base with common issues
Improve support processes and ticket workflows
Provide feedback to product team on usability issues
Required Skills & Qualifications
2-4 years of technical support experience
Proficiency writing and optimizing SQL queries
Understanding of REST APIs and HTTP protocols
Basic Python scripting for debugging
Experience with ticketing systems (JIRA, Zendesk, etc.)
Ability to analyze application logs and error messages
Strong communication skills for non-technical customers
Preferred Skills
B2B SaaS support experience
Familiarity with HRMS or payroll domain
Experience with PostgreSQL databases
Proficiency with Linux command line
AWS or cloud platform exposure
What We Look For
Customer advocacy: You prioritize customer success
Problem-solving: You systematically debug and resolve issues
Ownership: You follow up until customers are satisfied
Attention to detail: You document thoroughly
Learning orientation: You stay curious and improve technical skills
Reporting To
Engineering Manager
