Product Support Engineer

As a Product/Tech Support Engineer at Signzy, you will play a pivotal role in ensuring the seamless functioning of our systems. Your main responsibility will be to diagnose, troubleshoot, and resolve technical issues while providing high-quality support to both internal and external stakeholders. You will work across cloud and on-premise environments, with a focus on digital KYC, APIs, compliance, and secure financial transactions.

Key Responsibilities:

• Diagnose and troubleshoot system, application, and database issues within SLA timelines.
• Investigate and resolve SQL-related issues, writing queries to extract insights or resolve errors.
• Assist customers by asking targeted questions to identify problems and offer step-by-step resolutions.
• Support cloud-based and on-premise deployments, ensuring alignment with security and compliance standards.
• Communicate effectively with users via phone, email, or chat to resolve issues or explain solutions.
• Escalate unresolved or complex issues to internal teams such as software developers or DBAs.
• Participate in patch management, configuration changes, and deployment support activities.
• Use scripting (e.g., SQL, Python, Shell) to generate reports and automate diagnostics.
• Maintain detailed logs of technical issues, resolutions, and escalations in the ticketing system.
• Create and update documentation for knowledge sharing and training of junior team members.
• Manage and prioritize multiple cases or support requests concurrently.
• Deliver technical reports and documentation for both internal and external stakeholders.

Technical Requirements:

• Basic Programming/Scripting: Familiarity with JavaScript and shell scripting (Python, Bash preferred).
• Digital KYC & Security: Understanding of APIs, compliance frameworks, and secure transaction handling in BFSI.
• System Administration: Experience with Linux systems (RHEL, CentOS, Debian, Ubuntu).
• Cloud & On-prem Deployments: Exposure to AWS, S3, and hybrid environments.
• Databases: Experience in managing/supporting MongoDB, Oracle, and running complex SQL queries.
• Networking: Working knowledge of TCP/UDP protocols, DNS, and related troubleshooting.
• Monitoring Tools: Familiarity with Prometheus, Grafana, or similar monitoring solutions.
• Containerization: Basic understanding of Docker and container management.

Soft Skills:

• Strong problem-solving and analytical abilities with a structured approach.
• Excellent written and verbal communication in English and Hindi.
• Ability to simplify complex technical solutions for non-technical stakeholders.
• Prior experience in technical support or customer-facing roles.
• Capability to manage and resolve multiple concurrent issues effectively.

Preferred Qualifications:

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• Experience in supporting API integrations and digital KYC within financial institutions is highly desirable.
• Previous experience in startups or fast-paced environments is a plus.