Technical Support Engineer

Overview

Investigate and resolve merchant technical issues and queries as a Technical Support Engineer in a fast-paced fintech environment. The role focuses on first-line technical investigation, incident escalation, merchant communication, and collaboration with internal teams and third-party partners.

What you'll do

• Identify issues and incidents using the APEXX technical incident matrix.
• Perform accurate and detailed first-line investigation on technical queries using Support team tools and technical knowledge.
• Identify routes of escalation internally to L2 technical teams or externally to third-party partners.
• Provide support for merchant issues and queries and follow issues through to resolution.
• Investigate out-of-hours incidents raised by merchants and alerts triggered by the internal monitoring system.
• Trigger the incident management process and escalate to L2 for further investigation when applicable.
• Prepare merchant communications and handle phone communications with merchants for incidents.
• Communicate within the Support team during shift handovers and morning stand-ups.
• Work closely with Product, Implementations, and Tech teams.

What you'll need

• Previous experience as a Technical Support Engineer, ideally within a startup or fintech environment, with hands-on experience working with APIs.
• Confidence using ticketing and collaboration tools such as Freshdesk, Jira, Confluence, or similar platforms.
• Basic to intermediate SQL skills, with experience using databases such as MySQL, Snowflake, or Postgres.
• Ability to work to deadlines and SLAs and remain calm and measured under pressure when resolving incidents.
• Ability to carry out thorough first-line investigations, identify technical issues, and liaise with internal teams or partners to drive resolution.
• Strong written and verbal communication skills, with the ability to communicate clearly and concisely with merchants, internal teams, and external partners.
• Detail-oriented, with strong problem-solving, analytical, and organisational skills.
• Curious, proactive, and eager to grow, with a desire to deepen knowledge, bring new ideas, and inspire others to contribute to the success of the Support and Operations teams.

Nice to have

• Familiarity with tools such as Postman, Excel, Kibana, or Grafana.

Details

• Location: India.
• Remote role.
• Reporting to the Head of Support.
• Work primarily in S1/S2 shifts.
• S1: 06:30AM to 3:00PM IST.
• S2: 02:30PM to 11:00PM IST.
• S3: 10:30PM to 07:00AM IST.