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, reconciliati

📌 Product Suppot Engineer (India)
🏢 EdgeVantage
📍 India