Technical Support Engineer

Technical Support Engineer

Job Summary:
We are seeking a proactive and detail-oriented Technical Support Engineer to monitor day-to-day transaction processing, identify and troubleshoot production issues, and ensure seamless application operations. The role involves incident management, transaction monitoring, data analysis, help desk support, and coordination with internal teams, DBAs, merchants, and other stakeholders. The ideal candidate should possess strong analytical, communication, and problem-solving skills, with the ability to work in a fast-paced production environment and ensure timely resolution of operational and technical issues.

Key Responsibilities:
Monitor production transactions and proactively identify issues, anomalies, unexpected failures, and performance bottlenecks.
Analyze incidents, perform initial troubleshooting, and escalate issues to the appropriate technical teams when required.
Report application, system, and transaction-related issues to development, infrastructure, DBA, and other relevant departments.
Coordinate with the DBA team to extract, validate, and analyze data as required for operational and business needs.
Handle help desk tickets, service requests, and incident management activities within defined SLAs.
Communicate effectively with internal stakeholders, business teams, and merchants to provide updates and resolution status.
Investigate customer-reported issues and ensure timely resolution or escalation.
Monitor application logs, alerts, and system health to maintain service availability.
Prepare incident reports, RCA documentation, and operational status updates.
Support production deployments, verification activities, and post-release monitoring.

Required Qualifications:
Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field.
6 Months - 1 years of experience in Technical Support, Application Support, Production Support.
Experience in monitoring production applications, transactions, and resolving operational issues.
Basic knowledge of Linux/Unix commands and troubleshooting.
Hands on experience working with databases such as MySQL, PostgreSQL, MongoDB, or TiDB, including data extraction and validation.
Understanding of web applications, APIs, payment processing systems, and transaction flows.
Hands-on experience with ticketing and incident management tools.
Strong analytical, problem-solving, and troubleshooting skills.
Excellent verbal and written communication skills with the ability to coordinate effectively with technical teams, stakeholders, and merchants.

Skills and Experience:
Good knowledge of Linux command-line operations, log analysis, and server troubleshooting.
Hands on experience working with MySQL, MongoDB, and TiDB databases, including data extraction, validation, and troubleshooting.
Proficiency in Microsoft Excel, including data analysis, reporting, Pivot Tables, VLOOKUP/XLOOKUP, and other spreadsheet functions.
Familiarity with AI-powered tools such as Microsoft Copilot, Claude, ChatGPT, and similar productivity tools for analysis, documentation, and troubleshooting.
Basic programming knowledge in any one of the following languages: Python, Go, PHP, or Node.js.
Understanding of REST APIs, JSON, and web application workflows.