Role Overview:

We are looking for a Customer Support Engineer to be the technical face of Surepass Technologies for our clients. You will help enterprise teams integrate, test and run our APIs, debug issues quickly, and work with Engineering to fix problems at the root. If you enjoy solving technical problems and talking to customers, this role is for you.

Key Responsibilities:

Client support and issue resolution:

• Be the technical point of contact for clients on API integration, sandbox / UAT and production issues

• Reproduce and debug issues using API logs, request / response payloads and Postman, and find the root cause

• Resolve tickets in Zoho Desk within SLA; escalate to Tech with transparent details and track every escalation to closure

• Give clients clear, timely updates and a root-cause analysis (RCA) for major issues.

Onboarding and uptime:

• Support clients through go-live: sandbox access, credentials, IP whitelisting and documentation.

• Watch API success rates and failures, spot issues early (including downstream and government sources) and alert clients and teams.

Knowledge and collaboration:

• Keep the knowledge base,



FAQs and runbooks up to date, and document recurring issues and fixes.

• Work with Sales, Account Management, Product and Tech; share client feedback to improve APIs and

documentation.

Key Performance Indicators:

- Speed First response time and resolution time; SLA compliance.
- Quality Customer satisfaction (CSAT), reopen rate and quality of escalations.
- Ownership Ticket backlog, RCA completion and knowledge-base contribution.

Requirements:

- Education B.Tech / BE / BCA / MCA / B.Sc in CS, IT or equivalent.
- Experience 1-4 years in technical support, customer support engineering or application support, ideally for SaaS, API or fintech products.
- Technical REST APIs, JSON, HTTP status codes, Postman and reading logs; basic SQL.
- Tools Ticketing tool (Zoho Desk, Freshdesk or similar), Google Workspace.
- Good to have Basic Python or Linux, KYC / identity verification knowledge, monitoring tools.

Share your updated resume to [email protected] or whatsapp on (phone hidden).

📌 Customer Support Engineer (Delhi)
🏢 Surepass Technologies
📍 Delhi