Tech Support Engineer - I

Responsibilities

Issue Diagnosis & Analysis

• Review and analyse API logs to identify the root cause of customer issues.
• Differentiate between product, integration, and bank partner-side issues and reproduce issues wherever possible.

Intelligent Escalation & Routing

• Identify whether issues need to be escalated to Engineering, Bank Partners, or resolved through customer guidance.
• Provide complete technical context while escalating and own the ticket until resolution.

Customer Communication

• Respond to customer queries through email/ticketing systems in a clear and professional manner.
• Translate technical findings into simple, customer-friendly language and provide appropriate troubleshooting steps.

Product & Flow Knowledge

• Develop a strong understanding of product features, workflows, APIs, and integrations.
• Identify recurring issues and maintain documentation of common issues and solutions.

MySQL Query Basics

• Write and execute basic SQL queries such as SELECT, WHERE, and JOIN for data verification.
• Use queries, logs, and audit trails to support customer and transaction-related investigations.

Requirements

• 12 years of experience in Tech Support, Customer Success, or a similar technical role.
• Technical knowledge of APIs, request/response cycles, HTTP error codes, and API logs.
• Hands-on experience with API log analysis, error tracing, and request/response debugging.
• Familiarity with Postman or similar API testing tools.
• Basic knowledge of MySQL/SQL queries such as SELECT, WHERE, and JOIN.
• Fluent in Hindi and English, both written and verbal.
• Strong problem-solving, analytical, and written communication skills.
• Ability to work independently, identify the right escalation path, and own issues till closure.
• Customer-focused with strong attention to detail and follow-up skills.
• Good to have: Experience in fintech, financial APIs, banking, payments, or regional languages.