Lead Production Support Engineer

  • Gurugram, Haryana, India
  • Full-time

Company Description

Shipsy, we aspire to be at the forefront of technology with next-generation products that change the way logistics is managed, and positively impact millions of people. Over the past 5 years, Shipsy has gained a dominant share in the domestic logistics space with over 30% of the India courier/express industry flowing through our system. We have also gained a foothold in international markets with companies in Saudi Arabia, UAE, North Africa, and Southeast Asia using our platform. This platform processes over 1.5 million transactions a day across these customers.

Since 2019, our new product line around International Freight has also seen tremendous traction, with the majority of top exporters of India and over 5000 SMEs already using it actively. We are focused on solving customers' problems around lack of visibility, the opacity of price procurement, communication with various stakeholders in the ecosystem along with the ease of payments and financing which could drive this industry at a faster pace. We are over a 120 member team now, with offices in 3 locations - Gurgaon (HO), Mumbai, and Bangalore.

Our team is comprised of excellent individuals from top institutes across the country like IITs, IIITs, NITs with experience in Big Data, Software Architecture, ML, AI, Robotics, Blockchain. In combination, we have previously worked at Samsung Korea, MIT Media Labs, CMU Robotics, Deutsche Bank, Morgan Stanley, Samsung Research, GE Research, Qualcomm Research, etc. and have also been entrepreneurs. We have numerous research publications and patents. The core team has computer scientists, electrical engineers from IIT Delhi and Madras, and this core tech focus would contribute tremendously to your learning.

We also have some very good employee benefits such as the scholarship program and more that will further enhance your learning. We serve clients from across various industries and geographies, and pride in having a young, energetic, diverse team. An exciting, results-driven, growth-oriented role with an opportunity to guide our fastest-growing product to the next level.

Job Description


Represent and manage the production support team and suggest fixes to complex issues by doing a thorough analysis of root cause to ensure issues are resolved in a timely manner.


Key Responsibilities :

  • Responsible for prioritizing workload and performing production support activities which involve the assignment of issues and issue analysis to provide a resolution within the specified SLAs.

  • Responsible for root cause analysis, managing communication, and client relationship in partnership with teams of project managers, developers, quality assurance to resolve technical issues.

  • Be responsible for the day-to-day maintenance of the application systems in operation, including tasks related to identifying and troubleshooting application issues and issues resolution or escalation.

  • To participate in knowledge transfer to ensure a better grasp of the product and domain

  • Conduct review meetings, identify & analyze trends of required performance and action points for improvement of team performance

  • Mentor and guide the team and train them with best practices & code standards to ensure solutions are provided to business within TAT on development or technical issues.

  • Drive the development of the debugging tools

  • Identify the patterns in the issues raised and provide inputs to CS/engineering/product teams 

  • Identify the regressions and provide inputs to the QA team


Measure of Success:

  • Driving initiatives on the productivity of the team

  • Identifying the patterns and inputs provided to CS/Engineering/Product teams

  • Delivery of debug tools

  • Timely reporting of the key metrics + corrective measures to the engineering leadership


Reporting Relationship

  • Reporting to: VP of Engineering

  • Direct Reports: Associate Production Support Engineer



  • BS / MS degree in computer science from premier institutes with top grades or equivalent practical experience

  • 5+ years of experience in production support

  • Familiarity with Linux commands, API frameworks

  • Strong problem solving and debugging ability

  • Strong communication skills and team management capabilities

  • Familiarity with Sentry, AWS monitoring, Mongo, Postgres and programing experience (Added advantage)


Key Competencies

  • Functional: Debugging ability, prioritization, and scheduling skills

  • Behavioral: Strong problem solving, sense of urgency and prioritization, team handling and team mentoring

Additional Information

Why Explore a Career at Shipsy

Our current team has 100+ people from top institutes across the country like IITs, BITS, IIITs, NITs with experience in Big Data, Software Architecture, ML, AI, Robotics, Blockchain. In combination, we have worked at Samsung Korea, MIT Media Labs, CMU Robotics, Deutsche Bank, Morgan Stanley, Samsung Research, GE Research, Qualcomm Research etc. and also have been entrepreneurs etc. We have numerous research publications and patents.


  • Free breakfast, dinner, and snacks at the office
  • Regular team building activities, events, meditation sessions
  • Quarterly team parties and annual offsite
  • Company-sponsored enrolment worth 40K annually to online learning resources like Coursera, edX, etc.
  • Company-sponsored asset purchase worth 50K
  • Games in office - Mini golf, pool, foosball
  • Regular tech talks, training sessionss and knowledge sharing sessions