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

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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.

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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.

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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.

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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.

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Communicate with technical customers as a peer — explicit status, honest timelines, and the confidence that comes from someone who understands the system, not so

📌 Technical Support Engineer (Bengaluru)
🏢 Cybrilla
📍 Bengaluru