Responsibilities

Issue Diagnosis & Analysis

- Review and analyse API logs to identify the root cause of customer issues.
- Differentiate between product, integration, and bank partner-side issues and reproduce issues wherever possible.

Intelligent Escalation & Routing

- Identify whether issues need to be escalated to Engineering, Bank Partners, or resolved through customer guidance.
- Provide complete technical context while escalating and own the ticket until resolution.

Customer Communication

- Respond to customer queries through email/ticketing systems in a clear and professional manner.
- Translate technical findings into simple, customer-friendly language and provide appropriate troubleshooting steps.

Product & Flow Knowledge

- Develop a robust understanding of product features, workflows, APIs, and integrations.
- Identify recurring issues and maintain documentation of common issues and solutions.

MySQL Query Basics

- Write and execute basic SQL queries such as SELECT, WHERE, and JOIN for data verification.
- Use queries, logs,



and audit trails to support customer and transaction-related investigations.

Requirements

- 1-2 years of experience in Tech Support, Customer Success, or a similar technical role.
- Technical knowledge of APIs, request/response cycles, HTTP error codes, and API logs.
- Hands-on experience with API log analysis, error tracing, and request/response debugging.
- Familiarity with Postman or similar API testing tools.
- Basic knowledge of MySQL/SQL queries such as SELECT, WHERE, and JOIN.
- Fluent in Hindi and English, both written and verbal.
- Strong problem-solving, analytical, and written communication skills.
- Ability to work independently, identify the right escalation path, and own issues till closure.
- Customer-focused with strong attention to detail and follow-up skills.
- Good to have: Experience in fintech, financial APIs, banking, payments, or regional languages.

📌 Tech Support Engineer - I (Bengaluru)
🏢 Zet
📍 Bengaluru