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Position
Technical Support Engineer (L2 Application Support)
Employment Type
Full-Time
About the Role
We are looking for a proactive and technically skilled Technical Support Engineer to support our FinTech and Payment Platform. The ideal candidate should have hands-on knowledge of web application architecture, strong troubleshooting abilities, and experience investigating production issues across frontend, backend, APIs, and databases.
This role acts as a bridge between Customer Support and Engineering by identifying root causes, resolving production issues, and ensuring high platform availability while providing excellent client support.
Key Responsibilities
Investigate and resolve production issues reported by clients and internal teams.
Provide Level-2 technical support for web applications, APIs, and payment systems.
Analyse application logs, debug frontend, backend, API, and database issues.
Perform SQL-based data validation and troubleshoot transaction-related issues.
Monitor application health, services, queues, and production environments.
Conduct Root Cause Analysis (RCA) and document recurring issues.
Coordinate with Engineering, QA, DevOps, and Operations teams for issue resolution.
Validate production fixes and perform post-deployment verification.
Communicate technical updates and resolutions to clients professionally.
Ensure incidents are resolved within defined SLAs.
Required Technical Skills
Strong knowledge of Node.js, Express.js, React.js, JavaScript, HTML, CSS, and Laravel (PHP).
Experience working with REST APIs, JWT/OAuth authentication, webhooks, and third-party integrations.
Strong knowledge of MySQL, SQL queries, joins, data validation, and basic query optimisation.
Hands-on experience with Postman, browser developer tools, application logs, Git, Linux commands, and production debugging.
Good understanding of HTTP protocols, networking concepts, JSON/XML, and application monitoring.
Preferred Skills
Experience with FinTech, Payment Gateways, Banking APIs, UPI/Card/Wallet transactions.
Knowledge of Redis, Queues (RabbitMQ/Bull), Docker, AWS/Azure, CI/CD, and monitoring tools such as Grafana, Kibana, ELK Stack, CloudWatch, or Prometheus.
Soft Skills
Strong analytical and problem-solving abilities.
Excellent verbal and written communication.
Ability to explain technical concepts to non-technical stakeholders.
Strong ownership, accountability, and documentation skills.
Ability to work under pressure and support a 24×7 rotational production environment.
Qualifications
Bachelor's degree in Computer Science, Information Technology, or a related field.
2–5 years of experience in Technical Support, Application Support, Production Support, or Software Support.
Experience supporting production web applications is highly preferred.
Success Metrics
Meet SLA, FRT, and MTTR targets.
Deliver timely issue resolution and accurate Root Cause Analysis (RCA).
Minimise recurring production incidents and downtime.
Maintain high client satisfaction through effective technical support and communication.
Work arrangement
No
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