Technical Support Specialist
New
A
APEXX GlobalFintech
India - Remote, S1 (06:30AM - 03:00PM IST), S2 (02:30PM - 11:00PM IST), S3 (10:30PM - 07:00AM IST)Full-TimeMiddle
Salary not disclosed
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Job Details
- Required Skills
- SQLKibanaMySQLSnowflakeJiraGrafanaPostgresRESTful APIsPostman
Requirements
- Previous experience as a Technical Support Engineer, ideally within a startup or fintech environment.
- Hands-on experience working with APIs.
- Basic to intermediate SQL skills, with experience using databases such as MySQL, Snowflake, or Postgres.
- Confident using ticketing and collaboration tools such as Freshdesk, Jira, or Confluence.
- Technically savvy with the ability to perform thorough first-line investigations.
- Strong written and verbal communication skills.
- Detail-oriented with strong problem-solving and analytical skills.
- Deadline-oriented with the ability to work to SLAs under pressure.
Responsibilities
- Perform detailed first-line investigations on technical queries using tools including Grafana, Portals, Quicksight, and Snowflake.
- Identify and escalate issues and incidents to L2 technical teams or third-party partners based on initial investigation.
- Investigate out-of-hours merchant incidents and alerts, triggering incident management processes when necessary.
- Handle merchant communications, including phone and written updates regarding incidents.
- Collaborate effectively with internal departments including Product, Implementations, and Tech.
- Maintain effective shift handovers and participate in team stand-ups.
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