Senior Product Support Engineer
Booking.com · Bengaluru · 8+ yrs experience · Posted 2026-07-28
Tech stack: Java, Kafka, Python
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About the role
As a
Senior Product Support Engineer
, you are a
technical and operational leader
in the Fintech Support Engineering (L2) team. You:
Own
end-to-end production stability
for one or more critical Fintech domains across BHFS and related platforms.
Lead the
L2 side of major incidents (P1/P2)
, ensuring rapid response, clear ownership and high‑quality communication.
Drive
systemic reliability improvements
so that Engineering spends less time firefighting and more time on roadmap and innovation.
Responsibilities:
- End-to-End L2 Ownership & Operating Model
- Act as the
- accountable L2 owner
- for one or more high‑impact areas (e.g., Payment Lifecycle + 2WM, PSP Settlements, Payreport, RegTech Platform).
- Define and maintain
- L2/L3 boundaries and RACI
- with Product Engineering to avoid blurred ownership.
- Shape and refine the L1 → L2 → L3 model for your domain, ensuring that:
- L1 knows what to route, and how.
- L2 has clear authority and tools.
- L3 is only pulled in when
- code‑level or deep architectural changes
- are required.
- L1 knows what to route, and how.
- L2 has clear authority and tools.
- L3 is only pulled in when
- code‑level or deep architectural changes
- are required.
- Major Incident Leadership (P1/P2)
- P1/P2 incidents
- for your domain from the L2 side:
- Quick triage and scope impact across Finance, Accounting, BHFS, PayOps, ABU, TBU and downstream systems.
- Orchestrate investigation across L2 engineers, L3 teams and external partners (PSPs, vendors).
- Ensure that communication to stakeholders is
- timely, accurate and consistent
- Quick triage and scope impact across Finance, Accounting, BHFS, PayOps, ABU, TBU and downstream systems.
- Orchestrate investigation across L2 engineers, L3 teams and external partners (PSPs, vendors).
- Ensure that communication to stakeholders is
- timely, accurate and consistent
- Decide and coordinate
- short‑term mitigations vs long‑term fixes
- , always aiming to “
- fix fast, fix right, fix forever
- RCA, Tech Debt & Preventive Improvements
- RCA process
- for recurring and high‑impact incidents in your area:
- Ensure RCAs are deep, honest and evidence‑based.
- Identify
- tech debt, design limitations and process gaps
- Convert findings into a
- prioritised improvement backlog
- in partnership with Product Engineering.
- Ensure RCAs are deep, honest and evidence‑based.
- Identify
- tech debt, design limitations and process gaps
- Convert findings into a
- prioritised improvement backlog
- in partnership with Product Engineering.
- Champion
- automation and prevention
- Push for self‑healing mechanisms, stronger guards, better validation and improved observability.
- Challenge teams when the same pattern recurs without structural fixes.
- Push for self‑healing mechanisms, stronger guards, better validation and improved observability.
- Challenge teams when the same pattern recurs without structural fixes.
- Operational Excellence & Metrics
- Define and track
- core success metrics
- for your domain, such as:
- MTTR for P1/P2 incidents.
- % reduction in repeat incidents over time.
- Estimated
- engineering hours saved
- from operational work.
- Stakeholder satisfaction
- scores for support.
- Number and impact of
- systemic improvements
- delivered.
- MTTR for P1/P2 incidents.
- % reduction in repeat incidents over time.
- Estimated
- engineering hours saved
- from operational work.
- Stakeholder satisfaction
- scores for support.
- Number and impact of
- systemic improvements
- delivered.
- Use metrics to drive
- continuous improvement
- , influence prioritisation and demonstrate ROI of the L2 function to leadership.
- Runbooks, Standards & Governance
- Set the standard for
- runbooks, SOPs and playbooks
- , especially for high‑risk flows with financial or regulatory impact.
- Establish governance to ensure operational documentation stays:
- Up to date after system changes.
- Auditable and compliant.
- Easy for D/E-level engineers and L1 teams to understand and execute.
- Up to date after system changes.
- Auditable and compliant.
- Easy for D/E-level engineers and L1 teams to understand and execute.
- strong documentation and rotation models
- to avoid knowledge silos.
- Mentoring, Coaching & Team Development
- Coach Level D and E engineers on:
- Architecture and data flows.
- Advanced troubleshooting techniques.
- Writing high‑quality RCAs and stakeholder updates.
- Architecture and data flows.
- Advanced troubleshooting techniques.
- Writing high‑quality RCAs and stakeholder updates.
- Provide input into
- hiring, onboarding, performance and growth
- for L2 engineers, helping to build a strong internal talent pipeline.
- Stakeholder & Leadership Engagement
- Act as a trusted partner for
- Fintech Engineering, Product and Business leaders
- , representing L2 in planning and review forums.
- data-backed narratives
- about stability, incident trends and operational risks.
- Influence roadmaps to ensure
- operability, observability and reliability
- are first‑class citizens.
- Required Qualifications & Skills
- Technical Skills (Must-have)
- 3–8 years
- in roles with significant responsibility for production systems (Senior Support, DevOps/SRE, Backend, Systems/Operations Analyst or similar).
- Advanced
- skills; expert at analysing and reconciling complex data sets from multiple sources.
- Deep experience with
- observability stacks
- (Grafana/DataDog/Prometheus + ELK/Kibana/CloudWatch/Sentry), including designing new dashboards and alerts.
- Strong proficiency in at least one
- programming language
- (e.g., Python, Java) plus scripting (e.g., Bash); capable of designing and maintaining internal tools.
- Solid understanding of
- distributed systems and event-driven architectures
- (microservices, queues/streams like Kafka, retries, idempotency, backpressure).
- Proven track record leading
- incidents and RCAs
- and driving
- technical changes
- based on findings.
- Soft Skills
- Excellent
- leadership in crisis situations
- : calm, structured, decisive.
- Exceptional
- communication skills
- , both written and verbal, across technical and non‑technical audiences.
- influencing skills
- , able to align multiple teams around preventive changes and long‑term fixes.
- Passion for
- mentoring and growing
- other engineers.
- Strategic mindset; able to balance immediate firefighting with medium‑ and long‑term resilience improvements.
- Nice-to-Have
- Deep domain knowledge in
- payments, fintech, reconciliation, accounting or regulatory reporting
- Experience defining or managing
- SLIs/SLOs
- and reliability targets.
- Exposure to
- audit, risk and compliance
- requirements for financial systems (e.g., PCI, PII, SOX-style controls).
- Participation in
- architecture/design reviews
- with a focus on supportability
Qualifications:
- & Skills
- Technical Skills (Must-have)
- 3–8 years
- in roles with significant responsibility for production systems (Senior Support, DevOps/SRE, Backend, Systems/Operations Analyst or similar).
- Advanced
- skills; expert at analysing and reconciling complex data sets from multiple sources.
- Deep experience with
- observability stacks
- (Grafana/DataDog/Prometheus + ELK/Kibana/CloudWatch/Sentry), including designing new dashboards and alerts.
- Strong proficiency in at least one
- programming language
- (e.g., Python, Java) plus scripting (e.g., Bash); capable of designing and maintaining internal tools.
- Solid understanding of
- distributed systems and event-driven architectures
- (microservices, queues/streams like Kafka, retries, idempotency, backpressure).
- Proven track record leading
- incidents and RCAs
- and driving
- technical changes
- based on findings.
- Soft Skills
- Excellent
- leadership in crisis situations
- : calm, structured, decisive.
- Exceptional
- communication skills
- , both written and verbal, across technical and non‑technical audiences.
- influencing skills
- , able to align multiple teams around preventive changes and long‑term fixes.
- Passion for
- mentoring and growing
- other engineers.
- Strategic mindset; able to balance immediate firefighting with medium‑ and long‑term resilience improvements.
- Nice-to-Have
- Deep domain knowledge in
- payments, fintech, reconciliation, accounting or regulatory reporting
- Experience defining or managing
- SLIs/SLOs
- and reliability targets.
- Exposure to
- audit, risk and compliance
- requirements for financial systems (e.g., PCI, PII, SOX-style controls).
- Participation in
- architecture/design reviews
- with a focus on supportability and operability.
- Education
- Bachelor’s degree in
- Computer Science, Information Technology, Engineering
- or a related technical discipline; or equivalent experience operating complex production systems at scale.
- If your application is successful, your personal data may be used for a
Qualifications
- Technical Skills (Must-have)
- 3–8 years in roles with significant responsibility for production systems (Senior Support, DevOps/SRE, Backend, Systems/Operations Analyst or similar).
- Advanced skills; expert at analysing and reconciling complex data sets from multiple sources.
- Deep experience with observability stacks
- (Grafana/DataDog/Prometheus + ELK/Kibana/CloudWatch/Sentry), including designing new dashboards and alerts.
- Strong proficiency in at least one programming language
- (e.g., Python, Java) plus scripting (e.g., Bash); capable of designing and maintaining internal tools.
- Solid understanding of distributed systems and event-driven architectures
- (microservices, queues/streams like Kafka, retries, idempotency, backpressure).
- Proven track record leading incidents and RCAs and driving technical changes based on findings.
- Excellent leadership in crisis situations calm, structured, decisive.
- Exceptional communication skills both written and verbal, across technical and non‑technical audiences.
- influencing skills able to align multiple teams around preventive changes and long‑term fixes.
- Passion for mentoring and growing other engineers.
- Strategic mindset; able to balance immediate firefighting with medium‑ and long‑term resilience improvements.
- Nice-to-Have Deep domain knowledge in payments, fintech, reconciliation, accounting or regulatory reporting
- Experience defining or managing SLIs/SLOs and reliability targets.
- Exposure to audit, risk and compliance requirements for financial systems (e.g., PCI, PII, SOX-style controls).
- Participation in architecture/design reviews with a focus on supportability and operability.
- Bachelor’s degree in Computer Science, Information Technology, Engineering or a related technical discipline; or equivalent experience operating complex production systems at scale.
- If your application is successful, your personal data may be used for a
Responsibilities
- End-to-End L2 Ownership & Operating Model
- Act as the accountable L2 owner for one or more high‑impact areas (e.g., Payment Lifecycle + 2WM, PSP Settlements, Payreport, RegTech Platform).
- Define and maintain
- L2/L3 boundaries and RACI with Product Engineering to avoid blurred ownership.
- Shape and refine the L1 → L2 → L3 model for your domain, ensuring that:
- L1 knows what to route, and how.
- L2 has clear authority and tools.
- L3 is only pulled in when code‑level or deep architectural changes are required.
- Major Incident Leadership (P1/P2)
- P1/P2 incidents for your domain from the L2 side:
- Quick triage and scope impact across Finance, Accounting, BHFS, PayOps, ABU, TBU and downstream systems.
- Orchestrate investigation across L2 engineers, L3 teams and external partners (PSPs, vendors).
- Ensure that communication to stakeholders is timely, accurate and consistent
- Decide and coordinate short‑term mitigations vs long‑term fixes always aiming to “ fix fast, fix right, fix forever
- RCA, Tech Debt & Preventive Improvements RCA process for recurring and high‑impact incidents in your area:
- Ensure RCAs are deep, honest and evidence‑based.
- Identify tech debt, design limitations and process gaps
- Convert findings into a prioritised improvement backlog in partnership with Product Engineering.
- Champion automation and prevention
- Push for self‑healing mechanisms, stronger guards, better validation and improved observability.
- Challenge teams when the same pattern recurs without structural fixes.
- Operational Excellence & Metrics
- Define and track core success metrics for your domain, such as:
- MTTR for P1/P2 incidents.
- % reduction in repeat incidents over time.
- Estimated engineering hours saved from operational work.
- Stakeholder satisfaction scores for support.
- Number and impact of systemic improvements delivered.
- Use metrics to drive continuous improvement influence prioritisation and demonstrate ROI of the L2 function to leadership.
- Runbooks, Standards & Governance
- Set the standard for runbooks, SOPs and playbooks especially for high‑risk flows with financial or regulatory impact.
- Establish governance to ensure operational documentation stays:
- Up to date after system changes.
- Auditable and compliant.
- Easy for D/E-level engineers and L1 teams to understand and execute.
- strong documentation and rotation models to avoid knowledge silos.
- Mentoring, Coaching & Team Development
- Coach Level D and E engineers on:
- Architecture and data flows.
- Advanced troubleshooting techniques.
- Writing high‑quality RCAs and stakeholder updates.
- Provide input into hiring, onboarding, performance and growth for L2 engineers, helping to build a strong internal talent pipeline.
- Stakeholder & Leadership Engagement
- Act as a trusted partner for Fintech Engineering, Product and Business leaders representing L2 in planning and review forums.
- data-backed narratives about stability, incident trends and operational risks.
- Influence roadmaps to ensure operability, observability and reliability are first‑class citizens.
- Required Qualifications & Skills
- Technical Skills (Must-have)
- 3–8 years in roles with significant responsibility for production systems (Senior Support, DevOps/SRE, Backend, Systems/Operations Analyst or similar).
- Advanced skills; expert at analysing and reconciling complex data sets from multiple sources.
- Deep experience with observability stacks
- (Grafana/DataDog/Prometheus + ELK/Kibana/CloudWatch/Sentry), including designing new dashboards and alerts.
- Strong proficiency in at least one programming language
- (e.g., Python, Java) plus scripting (e.g., Bash); capable of designing and maintaining internal tools.
- Solid understanding of distributed systems and event-driven architectures
- (microservices, queues/streams like Kafka, retries, idempotency, backpressure).
- Proven track record leading incidents and RCAs and driving technical changes based on findings.
- Excellent leadership in crisis situations calm, structured, decisive.
- Exceptional communication skills both written and verbal, across technical and non‑technical audiences.
- influencing skills able to align multiple teams around preventive changes and long‑term fixes.
- Passion for mentoring and growing other engineers.
- Strategic mindset; able to balance immediate firefighting with medium‑ and long‑term resilience improvements.
- Nice-to-Have Deep domain knowledge in payments, fintech, reconciliation, accounting or regulatory reporting
- Experience defining or managing SLIs/SLOs and reliability targets.
- Exposure to audit, risk and compliance requirements for financial systems (e.g., PCI, PII, SOX-style controls).
- Participation in architecture/design reviews with a focus on supportability