Technical Support Engineer

APEXXFintech payments

India - Remote, S1: 06:30AM to 3:00PM IST; S2: 02:30PM to 11:00PM IST; S3: 10:30PM to 07:00AM ISTFull-Time

Salary not disclosed

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Job Details

Required Skills: PostgreSQLSQLMySQLSnowflakeJiraRESTful APIsConfluenceTechnical support

Have previous experience as a Technical Support Engineer, Application Support professional, or in a similar customer-facing technical role.
Have hands-on experience working with APIs.
Be confident using ticketing and collaboration tools such as Freshdesk, Jira, or Confluence, or similar platforms.
Have basic to intermediate SQL skills.
Have experience using databases such as MySQL, Snowflake, or Postgres.
Be deadline-oriented and comfortable working to SLAs.
Be able to conduct thorough first-line technical investigations and identify technical issues.
Have strong written and verbal communication skills for working with merchants, internal teams, and external partners.
Have problem-solving, analytical, organizational, and attention-to-detail skills.
Be comfortable working primarily S1 or S2 shifts.

Identify issues and incidents using the APEXX technical incident matrix.
Investigate technical queries using support tools and technical knowledge.
Escalate issues to L2 technical teams or third-party partners based on first-line investigation.
Support merchant issues and queries, following them through to resolution.
Investigate out-of-hours merchant incidents and internal monitoring alerts.
Trigger incident management and escalate to L2 when applicable.
Prepare merchant communications and handle phone communications during incidents.
Communicate during shift handovers and morning stand-ups.
Work with Product, Implementations, and Tech teams.

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