JD - Product Support Engineer

Location: India (Remote)
Mode: Remote / Work from home
Experience: 2+ Years
Employment: Full-time
(Shift: Night shift — US hours only)

Note: Only candidates having experience with US banking sector with US payment domains (ACH, Wire, RTP & card payments) are preffered.

About the Role
We are looking for a Product Support Engineer (based in India, remote) to join our customer-facing team supporting our flagship platforms — XD Ledger and XD Payments — deployed at banks and financial institutions across North America. The role is the first line of technical response for customer-reported issues across these mission-critical products, where transaction-level SLAs are tight and the technical bar is high.
This is a night-shift role aligned to US business hours. The successful candidate will work closely with engineering, implementation, and product teams to triage, troubleshoot, and resolve issues end-to-end.

Responsibilities:
• Act as first- and second-line responder to customer tickets across XD Ledger and XD Payments
• Triage incoming issues, reproduce defects, and work with engineering on root-cause analysis
• Monitor payment flows (FedNow, TCH RTP, Visa B2B Connect, stablecoin rails) and ledger transaction health
• Investigate using application logs, API traces, database queries, and message-queue inspection
• Maintain and improve runbooks, knowledge-base articles, and customer-facing documentation
• Support customer onboarding, UAT,



and certification cycles alongside the implementation team
• Drive timely communication with customers — status updates, RCA reports, and post-incident reviews
• Operate as part of the night-shift coverage window aligned to US business hours
Mandatory Skills
• 2–4 years in product or technical support, ideally for a SaaS, fintech, or core-banking product
• Comfortable reading API logs, REST / JSON payloads, and basic SQL for investigation
• Working knowledge of payments concepts — ACH, RTP, wire transfers, reconciliation
• Strong written and verbal communication — most customer interaction is via ticket and email
• Familiarity with ticketing tools (Jira, ServiceNow, Zendesk, or equivalent)
• Linux fundamentals and basic shell / scripting comfort
• Comfortable working night shift aligned to US business hours (approximately 6:30 PM – 3:30 AM IST) on a permanent basis — this role does not rotate to day shifts
• Secure home setup with reliable internet and a quiet workspace suitable for a remote night-shift role

Preferred Skills:
• Exposure to ISO 20022, FedNow, TCH RTP, SWIFT, or Visa B2B Connect
• Familiarity with messaging systems — Kafka, NATS, or IBM MQ
• Working knowledge of MongoDB or similar NoSQL databases
• Exposure to blockchain or stablecoin concepts
• Prior experience supporting banks or financial institutions directly
• Awareness of PCI / SOC2 compliance requirements

📌 Product Support Engineer - Remote (India)
🏢 Merito
📍 India