About the role
Job description:
We are looking for a proactive and technically skilled Technical Support Engineer to support our FinTech and Payment Platform. The ideal candidate should have hands-on knowledge of web application architecture, strong troubleshooting abilities, and experience investigating production issues across frontend, backend, APIs, and databases.
This role acts as a bridge between Customer Support and Engineering by identifying root causes, resolving production issues, and ensuring high platform availability while providing excellent client support.
Key Responsibilities:
- Investigate and resolve production issues reported by clients and internal teams.
- Provide Level-2 technical support for web applications, APIs, and payment systems.
- Analyze application logs, debug frontend, backend, API, and database issues.
- Perform SQL-based data validation and troubleshoot transaction-related issues.
- Monitor application health, services, queues, and production environments.
- Conduct Root Cause Analysis (RCA) and document recurring issues.
- Coordinate with Engineering, QA, DevOps, and Operations teams for issue resolution.
- Validate production fixes and perform post-deployment verification.
- Communicate technical updates and resolutions to clients professionally.
- Ensure incidents are resolved within defined SLAs.
Required Technical Skills:
- Strong knowledge of Node.js, Express.js, React.js, JavaScript, HTML, CSS, and Laravel (PHP).
- Experience working with REST APIs, JWT/OAuth authentication, webhooks, and third-party integrations.
- Strong knowledge of MySQL, SQL queries, joins, data validation, and basic query optimization.
- Hands-on experience with Postman, browser developer tools, application logs, Git, Linux commands, and production debugging.
- Good understanding of HTTP protocols, networking concepts, JSON/XML, and application monitoring.
Preferred Skills:
- Experience with FinTech, Payment Gateways, Banking APIs, UPI/Card/Wallet transactions.
- Knowledge of Redis, Queues (RabbitMQ/Bull), Docker, AWS/Azure, CI/CD, and monitoring tools such as Grafana, Kibana, ELK Stack, CloudWatch, or Prometheus.
Soft Skills:
- Strong analytical and problem-solving abilities.
- Excellent verbal and written communication.
- Ability to explain technical concepts to non-technical stakeholders.
- Strong ownership, accountability, and documentation skills.
- Ability to work under pressure and support a 24×7 rotational production environment.
Qualifications:
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- 2–5 years of experience in Technical Support, Application Support, Production Support, or Software Support.
- Experience supporting production web applications is highly preferred.
Success Metrics:
- Meet SLA, FRT, and MTTR targets.
- Deliver timely issue resolution and accurate Root Cause Analysis (RCA).
- Minimize recurring production incidents and downtime.
- Maintain high client satisfaction through effective technical support and communication.