Technical Support Engineer

This is a fully remote position, open to applicants in India.

📋 Description

• Utilize the APEXX technical incident matrix to pinpoint issues and incidents.

• Conduct initial investigations on technical inquiries using Grafana, Portals, Quicksight, Snowflake, and relevant technical expertise.

• Determine escalation pathways to Level 2 technical teams or external partners.

• Assist in resolving merchant issues and inquiries until they are fully addressed.

• Look into merchant incidents and internal monitoring alerts outside of regular hours.

• Initiate incident management procedures and escalate to Level 2 when necessary.

• Draft communications for merchants and manage phone communications during incidents.

• Engage in communication during shift transitions and morning stand-up meetings.

• Collaborate closely with Product, Implementations, and Technical teams.

⛳️ Requirements

• Prior experience as a Technical Support Engineer, preferably in a startup or fintech setting.

• Practical experience working with APIs.

• Familiarity with ticketing and collaboration tools such as Freshdesk, Jira, Confluence, or comparable platforms.

• Basic to intermediate proficiency in SQL.

• Experience with databases such as MySQL, Snowflake, or Postgres.

• Knowledge of tools like Postman, Excel, Kibana, or Grafana is a plus.

• Ability to work within Service Level Agreements (SLAs) and manage incidents effectively under pressure.

• Competence in performing thorough first-line investigations and diagnosing technical problems.

• Excellent written and verbal communication skills.

• Strong analytical, problem-solving, and organizational abilities.

• Openness to working rotational shifts, including nights and weekends when necessary.

🏝️ Benefits

• Competitive salary.

• Annual leave entitlement.

• Paid public holidays.

• Wellbeing-focused time off from work.

• Option to work remotely from qualifying locations for up to 90 days each year, in accordance with the Work From Anywhere policy.

• Comprehensive health insurance coverage.

• Personal accident insurance.

• Enhanced parental leave and family-friendly policies.

• Opportunities for learning and professional growth.