Why this role exists
Our products are deep and technical, and our customers need someone who can pick up a broken transaction, reason about where it went wrong across our services and the rails beneath them, and actually fix it — not file a ticket and wait.
That's what this role is. You sit inside Product Engineering, not in a separate support silo. You're customer-facing, you debug in the real codebase, and you can merge fixes to production. Your job is to collapse the time between "a customer is blocked" and "the customer is unblocked" — and, over time, to make the class of problem stop recurring.
This is a resolution role, not a triage role. The bar is set accordingly: we hire people we trust with production access and code review, because that's what the job requires.
What you'll do
Own resolution for customer issues end to end — reproduce, diagnose across our services and upstream dependencies (RTAs, TSPs, payment and KYC providers), and ship the fix.
Merge to production under real guardrails — write the fix, get it reviewed, deploy it with tests and a rollback plan.



Fixing hot under time pressure is exactly when discipline matters most, and we hold you to it.
Protect the operational continuity of your area for every customer. Each support engineer owns a functional domain — Orders, Payments, and so on — and keeps it running smoothly: an Orders engineer ensures units move cleanly, a Payments engineer ensures money moves. When a bug threatens that day-to-day operation, you're the person who keeps it from becoming an incident.
Triage cleanly and route what isn't yours. Some tickets are genuine bugs (you own these); some are "the integration behaves unexpectedly" or "we need a capability that doesn't exist" (you route these to the right owner) — always without the customer feeling dropped.
Communicate with technical customers as a peer — transparent status, honest timelines, and the confidence that comes from someone who understands the system, not someone reading from

📌 Technical Support Engineer (India)
🏢 Cybrilla
📍 India