IT Support Executive – FinTech

Location: Remote / Work From Home

Experience: 2–4 Years

Shift: US Shift

Industry: FinTech / Financial Services

Work Mode: Permanent Work From Home

About the Role

We are looking for a technically strong and highly communicative IT Support Executive to join our FinTech organization. The ideal candidate should have hands-on experience in IT/Application/Technical Support, excellent English communication skills, and the ability to troubleshoot technical issues independently while coordinating with internal teams and customers.

This role will involve supporting users, applications, systems, and day-to-day technical issues while working in alignment with US business hours.

Key Responsibilities

- Provide L1/L2 technical and application support to users and customers.
- Troubleshoot issues related to applications, systems, software, access, connectivity, and user accounts.
- Handle and resolve support tickets within defined SLA/TAT.
- Identify, analyze, and troubleshoot recurring technical issues.
- Monitor application/system issues and escalate complex problems to the appropriate technical teams.
- Perform basic investigation using application logs, error messages, SQL queries, APIs, or monitoring tools.
- Coordinate with Development, Infrastructure, Product, and other internal teams for issue resolution.
- Maintain proper documentation of incidents, troubleshooting steps, resolutions, and escalations.
- Provide clear and qualified updates to customers/users through email, chat, and calls.
- Maintain knowledge-base articles, FAQs, and troubleshooting documentation.
- Follow defined ITSM,



incident management, escalation, and security processes.
- Ensure professional communication and timely follow-up until issues are completely resolved.

Must-Have Skills

- 2–4 years of experience in IT Support, Technical Support, Application Support, Product Support, or similar roles.
- Experience in FinTech, Banking, Payments, SaaS, or Financial Services is preferred.
- Excellent English communication skills – verbal and written.
- Strong troubleshooting and analytical skills.
- Hands-on experience with ticketing/ITSM tools such as Jira, ServiceNow, Zendesk, Freshservice, or similar.
- Basic understanding of SQL and ability to perform simple queries for troubleshooting.
- Basic understanding of REST APIs, JSON, application logs, and HTTP status codes is preferred.
- Good understanding of Windows, networking, applications, and user-access troubleshooting.
- Ability to work independently and communicate effectively with US-based stakeholders.
- Comfortable working in a US shift / night shift from India.
- Good documentation and incident-management skills.

We Are Looking For Someone Who Is

- Technically sound and good at root-cause troubleshooting
- Extremely strong in spoken and written English
- Comfortable communicating directly with US-based customers/stakeholders
- Capable of handling support independently with minimal supervision
- Comfortable working remotely and maintaining professional discipline
- Good at documenting issues and following up until closure
- Comfortable working during US business hours

Pay: ₹10,706.56 - ₹40,000.00 per month

Work Location: Remote

📌 IT Support Executive (India)
🏢 symbiosis e-serve
📍 India