Job Description

Position

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Technical Support Engineer (L2 Application Support)

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Employment Type

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Full-Time

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About the Role

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We are looking for a proactive and technically skilled Technical Support Engineer to support our FinTech and Payment Platform. The ideal candidate should have hands-on knowledge of web application architecture, strong troubleshooting abilities, and experience investigating production issues across frontend, backend, APIs, and databases.

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This role acts as a bridge between Customer Support and Engineering by identifying root causes, resolving production issues, and ensuring high platform availability while providing excellent client support.

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Key Responsibilities

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- Investigate and resolve production issues reported by clients and internal teams.
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- Provide Level-2 technical support for web applications, APIs, and payment systems.
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- Analyse application logs, debug frontend, backend, API, and database issues.
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- Perform SQL-based data validation and troubleshoot transaction-related issues.
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- Monitor application health, services, queues, and production environments.
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- Conduct Root Cause Analysis (RCA) and document recurring issues.
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- Coordinate with Engineering, QA, DevOps, and Operations teams for issue resolution.
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- Validate production fixes and perform post-deployment verification.
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- Communicate technical updates and resolutions to clients professionally.
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- Ensure incidents are resolved within defined SLAs.
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Required Technical Skills

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- Strong knowledge of Node.js, Express.js, React.js, JavaScript, HTML, CSS, and Laravel (PHP).
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- Experience working with REST APIs,



JWT/OAuth authentication, webhooks, and third-party integrations.
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- Robust knowledge of MySQL, SQL queries, joins, data validation, and basic query optimisation.
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- Hands-on experience with Postman, browser developer tools, application logs, Git, Linux commands, and production debugging.
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- Good understanding of HTTP protocols, networking concepts, JSON/XML, and application monitoring.
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Preferred Skills

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- Experience with FinTech, Payment Gateways, Banking APIs, UPI/Card/Wallet transactions.
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- Knowledge of Redis, Queues (RabbitMQ/Bull), Docker, AWS/Azure, CI/CD, and monitoring tools such as Grafana, Kibana, ELK Stack, CloudWatch, or Prometheus.
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Soft Skills

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- Strong analytical and problem-solving abilities.
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- Excellent verbal and written communication.
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- Ability to explain technical concepts to non-technical stakeholders.
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- Strong ownership, accountability, and documentation skills.
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- Ability to work under pressure and support a 24×7 rotational production environment.
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Qualifications

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- Bachelor's degree in Computer Science, Information Technology, or a related field.
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- 2–5 years of experience in Technical Support, Application Support, Production Support, or Software Support.
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- Experience supporting production web applications is highly preferred.
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Success Metrics

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- Meet SLA, FRT, and MTTR targets.
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- Deliver timely issue resolution and accurate Root Cause Analysis (RCA).
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- Minimise recurring production incidents and downtime.
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- Maintain high client satisfaction through effective technical support and communication.
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📌 Technical Support EngineerApplication Support) (Bengaluru)
🏢 CodeGama
📍 Bengaluru