Platform Support Engineer I - PythonUrbanPiper offers an integration layer that powers the operational efficiency of 1000’s of restaurants across India for selling online through their own white-labelled platform or any of the leading food aggregator platforms — Swiggy, Zomato, etc. At present, we are processing nearly 8 million transactions every month. The most defining aspects of our work related to — consistency, reliability, scalability and agility. We make use of a wide variety of technologies and process significantly large amounts of data on a daily basis.
We are looking for Platform Engineers who thrive on problem-solving, troubleshooting complex systems, and driving operational excellence. You will work closely with cross-functional teams to diagnose issues, improve observability, and enhance our product reliability and customer experience.
The team:The Platform Team is responsible for the core order and menu processing systems that power the UrbanPiper ecosystem. This team works across the lifecycle of merchant integrations — from onboarding to ongoing operations — ensuring that every transaction flows smoothly across multiple systems. You will collaborate with Support, Onboarding, Product, and Engineering teams to ensure seamless operations and high service uptime.
Your role:As a Platform Engineer, you will act as the bridge between our customer-facing teams and core engineering. Your work will involve investigating production issues, improving system observability, and developing workflows that reduce friction for merchants and delivery service providers (DSPs). You’ll also actively contribute to improving logging, alerting, and documentation to strengthen our platform’s reliability posture.
You will:- Collaborate with the Support Team to triage, investigate, and resolve merchant- and DSP-reported issues within defined SLAs.
- Partner with the Onboarding Team to reduce friction during merchant onboarding processes.
- Work closely with Engineering and Product teams to identify product gaps, recurring issues, and architectural limitations.
- Actively contribute to enhancing the product’s logging, monitoring, and alerting systems for better incident visibility.
- Maintain detailed end-to-end documentation of workflows, configurations, and issue-resolution playbooks.
- Collaborate with QA Team to improve test coverage, develop regression test cases, and prevent repeat incidents.
- Ensure adherence to defined SLA targets across severity levels.
We are looking for someone who has/is:- Strong analytical, debugging, and troubleshooting skills.
- Familiarity with APIs, SQL, and debugging tools (e.g., Postman, curl).
- Experience with logging and monitoring tools such as Kibana, Sentry and Datadog.
- Excellent written and verbal communication skills for technical documentation and cross-functional collaboration.
Growth Opportunities:- High-performing Engineers demonstrating strong problem-solving, programming proficiency, and understanding of engineering tradeoffs will be eligible to move into the Core Engineering
- Team based on feedback and performance evaluations.
- The role offers continuous learning opportunities and close collaboration with experienced engineers, providing exposure to system design, scalability, and reliability engineering
