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Technical Support Specialist II

Shift Requirement: Mandatory Night Shift

Job Summary

MX is seeking a Technical Support Specialist II to join our Technical Operations team. In this role, you will be responsible for investigating and resolving complex customer issues, including advanced troubleshooting related to APIs, integrations, connectivity, data quality, and platform functionality.

The ideal candidate should possess strong technical troubleshooting expertise, logical and critical thinking skills, effective communication abilities, and a proactive mindset toward customer success and continuous improvement. This role requires the ability to analyze application behavior, interpret logs and data, identify root causes, and collaborate effectively across teams to drive timely resolutions.

You will contribute to technical documentation, mentor team members, identify support trends, and partner closely with Product, Engineering, Product Support, and external stakeholders to improve the overall customer and support experience.

Technical skills may include APIs, JSON, REST services, application logs, data analysis, connectivity troubleshooting, OpenSearch, Jira, Confluence, Zendesk, Pylon, Jira Service Management, and related support technologies.

This role requires mandatory night shift availability.

Job Duties

Investigate and resolve complex technical support issues through tickets, chats, and collaboration channels.
Troubleshoot advanced issues related to APIs, integrations, connectivity, authentication workflows, data quality, data flows, and platform behavior.
Address technical questions and provide guidance to clients, customers, partners, and internal teams.
Analyze application logs, API responses, system behavior, and operational data to identify root causes and recommend solutions.
Apply logical, analytical, and critical thinking skills to diagnose issues and drive effective resolutions.
Monitor and manage ticket and chat queues to identify recurring issues, emerging trends, and customer-impacting concerns.
Collaborate with fintech partners, financial institutions (FIs), and other external stakeholders to investigate and resolve technical issues.
Take ownership of complex cases from investigation through resolution, ensuring timely follow-up, stakeholder communication, and customer satisfaction.
Communicate effectively with customers, partners, and internal stakeholders regarding issue status, technical findings, resolution progress, and next steps.
Collaborate cross-functionally with Product, Platform, Analytics, Engineering, Product Support, and Customer Success teams to investigate issues, share insights, and drive timely resolution of customer-impacting concerns.
Create and maintain technical documentation, troubleshooting guides, knowledge base articles, and support best practices.
Support and mentor junior team members to enhance technical capabilities, troubleshooting effectiveness, and team knowledge.
Contribute to process improvements, workflow optimization, operational efficiency initiatives, and customer experience enhancements.
Work independently on assigned responsibilities, technical investigations, and self-driven projects.
Effectively communicate technical concepts and findings to both technical and non-technical audiences.
Escalate critical issues appropriately and collaborate with Engineering and Product teams to drive issue resolution.

Job Requirements

3–7 years of experience in Technical Support, Application Support, SaaS Support, Technical Operations, or a related technical customer-facing role.
Experience working with REST APIs, JSON, XML, HTTP response codes, application logs, and debugging tools.
Strong experience troubleshooting APIs, OAuth, integrations, authentication workflows, and customer-impacting platform issues.
Experience analyzing application logs, API responses, system behavior, and operational data to diagnose and resolve complex technical issues.
Familiar with software development concepts.
Strong logical reasoning, analytical, troubleshooting, root cause analysis, and critical thinking skills.
Excellent written and verbal communication skills with the ability to explain technical concepts to both technical and non-technical audiences.
Experience using ticketing, case management, and customer support platforms such as Zendesk, Pylon, Jira Service Management, or similar tools.
Develop and maintain a strong understanding of MX products, services, applications, architecture, and customer workflows.
Effective organizational, workload management, documentation, and time management skills.
Ability to work independently and collaboratively in a fast-paced, high-pressure environment.
Strong collaboration, customer advocacy, mentoring, and knowledge-sharing capabilities.
A mindset focused on continuous learning, process improvement, and operational excellence.
Mandatory availability to work night shifts.

Preferred Qualifications

Familiarity with OpenSearch, Jira, Confluence, Slack, and Google Workspace (Docs, Sheets, Slides, Gmail, and related collaboration tools).
Experience using data querying tools, SQL, scripting languages, or support analytics platforms.
Experience creating technical documentation, knowledge base content, and troubleshooting resources.
Experience supporting fintech, SaaS, or technology products in a customer-facing environment.

Compensation

The expected earnings for this role could be comprised of a base salary and other forms of cash compensation, such as bonus or commissions as applicable.

This pay range is just one component of MX's total rewards package. MX takes a number of factors into account when determining individual starting pay, including job and level they are hired into, location, skillset, peer compensation.

Please note applicants applying for this position must have the legal right to work in India without the need for sponsorship. We are unable to provide work sponsorship for this role, and candidates should be able to verify their eligibility to work in the country independently. Proof of eligibility to work in India will be required as part of the hiring process.

Work Environment

In this role, a significant aspect of the job involves working in the office for a standard 40-hour workweek. We believe that the collaborative nature of our work and the face-to-face interactions among team members are essential for fostering a dynamic and productive work environment. Being present in the office enables seamless communication, facilitates quick decision-making, and encourages spontaneous collaboration that contributes to the overall success of our projects. We value the synergy that comes from having our team members physically together, allowing for immediate problem-solving, idea exchange, and team building.

Technical Support Specilaist II