Job Description – Technical Support EngineerPosition-
Technical Support EngineerEmployment Type
Full-time
About the Role
We are looking for a proactive and technically skilled Technical Support Engineer to support our 24×7 fintech/payment platform. In this role, you will work closely with our operations/support team to investigate, troubleshoot, and resolve technical issues reported by clients and internal support teams.
The ideal candidate should have hands-on experience with backend and frontend technologies, strong debugging skills, and the ability to communicate technical issues effectively with both internal teams and external clients.
Key Responsibilities
- Investigate and resolve technical issues escalated by the support team.
- Provide technical support on a rotational shift basis to ensure timely issue resolution.
- Debug application issues across frontend, backend, database, and API layers.
- Analyze application logs and identify the root cause of incidents.
- Troubleshoot API requests, webhook failures, authentication issues, and integration problems.
- Write SQL queries to investigate data-related issues and perform data validation where required.
- Coordinate with developers for issues requiring code changes and provide detailed findings.
- Communicate technical updates and resolutions to clients in a professional manner.
- Monitor production systems and respond to critical incidents.
- Perform health checks on applications, services, queues, and databases.
- Document recurring issues, root cause analyses (RCA), and troubleshooting procedures.
- Verify fixes before deployment and perform post-deployment validation.
- Collaborate with product, engineering, and operations teams to improve platform stability and support processes.
Required SkillsBackend
- Strong knowledge of Node.js
- Good understanding of Express.js
- Experience with REST APIs
- Understanding of authentication mechanisms (JWT, OAuth, API Keys)
Frontend
- Good knowledge of React.js
- Basic understanding of JavaScript, HTML, and CSS
- Ability to debug browser-side issues using developer tools
PHP
- Working knowledge of Laravel
- Understanding of Laravel routing, controllers, middleware, queues, and logging
Database
- Strong SQL knowledge
- Experience with MySQL
- Ability to write complex SELECT queries, JOINs, UPDATE statements, and troubleshoot database issues
Debugging & Monitoring
- Log analysis
- API debugging using Postman or similar tools
- Browser Developer Tools
- Git basics
- Linux command line
- Process monitoring and basic server troubleshooting
- Understanding of HTTP status codes and networking concepts
Preferred Skills
- Experience with payment gateways or fintech products.
- Familiarity with Redis, queues, or background job processing.
- Knowledge of Docker.
- Experience with AWS or other cloud platforms.
- Understanding of webhooks and third-party API integrations.
- Familiarity with monitoring and logging tools.
Soft Skills
- Strong analytical and problem-solving skills.
- Excellent verbal and written communication.
- Ability to communicate technical issues to non-technical stakeholders.
- Ability to work under pressure during production incidents.
- Good ownership and accountability.
- Strong attention to detail.
- Willingness to work in rotational shifts and provide production support.
Qualifications
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- 2–5 years of experience in Technical Support, Production Support, or Software Engineering.
- Experience supporting production web applications is preferred.
What You'll Be Working On
- Production issue investigation and resolution
- Client-reported technical queries
- Payment and transaction troubleshooting
- API integration support
- Database investigations
- Webhook debugging
- Production monitoring
- Root Cause Analysis (RCA)
- Cross-team coordination with Engineering and Operations
Success Metrics
- Resolution of technical issues within defined SLAs.
- High client satisfaction through effective technical communication.
- Accurate root cause identification and documentation.
- Reduced incident recurrence through proactive problem solving.
- Timely escalation and coordination for critical production issues.
