Product Support Engineer

Job Title: Product Support Engineer ( L2) About Signzy Signzy is an AI-powered RPA platform designed for financial services. Our platform can automate even the most complex workflows and decision-making processes into real-time APIs. Powered by Nebula, our no-code AI model builder, and a Fintech API Marketplace with over 200+ APIs, Signzy serves 90+ financial institutions globally, including the largest banks in India and a top 3 acquiring bank in the US. We have strong global partnerships, including with Mastercard, and offices in New York and Dubai, serving customers worldwide. Our product team of 120+ people is based in Bangalore, building cutting-edge global AI products. Working at Signzy At Signzy, we embrace technology and innovation to develop outstanding products. We're a tech-savvy team backed by investors passionate about creating innovative solutions. Join us and be part of the future of financial services technology Job Description As a Product Support Engineer/ Product Specialist at Signzy, you will play a critical role in ensuring the smooth operation of the system by diagnosing, troubleshooting, and resolving technical issues. This role involves working closely with both internal and external stakeholders to provide high-quality support, ensuring compliance and security in financial transactions. - Diagnose and troubleshoot technical issues related to Signzy systems within agreed time limits. - Research and identify solutions to software and database issues (especially SQL-related). - Ask customers targeted questions to quickly understand the root of the problem and provide step-by-step troubleshooting. - Provide support for on-premise and cloud deployments, ensuring compliance with relevant protocols. - Communicate solutions effectively through phone, email, or chat. - Escalate unresolved issues to appropriate internal teams (e.g., software developers, DBAs). - Assist in configuration changes, patch management, and deployment troubleshooting. - Provide SQL queries and basic scripting to diagnose issues and generate relevant reports. - Ensure all issues are logged and tracked effectively. - Document technical knowledge and provide training to junior team members when required. - Prioritize and manage multiple open cases simultaneously. - Provide procedural documentation and relevant reports for internal and external stakeholders. Job Requirements - Technical Expertise: - Basic Programming: Basic knowledge of JavaScript for automating tasks and troubleshooting in web-based environments. - Digital KYC & Security: Strong understanding of digital KYC, APIs, compliance, and security protocols in financial systems. - Scripting & Automation: Experience with basic shell scripting or programming (e.g., Python, Bash) for automation and troubleshooting is a plus. - System Deployments: Experience with on-premise and cloud deployments (AWS, S3), Linux systems (RHEL/CentOS/Debian/Ubuntu), and database management (MongoDB, Oracle). - Networking Knowledge: Knowledge of networking protocols (TCP/UDP) and troubleshooting related issues. - Monitoring Tools: Familiarity or hands-on experience with monitoring tools like Prometheus & Grafana for infrastructure and application-level diagnostics is an additional advantage. - Docker Basics: Basic understanding of Docker, familiar with containerization concepts and using Docker for development or testing environments. - Soft Skills: - Excellent problem-solving skills with a methodical approach. - Strong written and oral (Hindi and English) communication skills, able to explain technical solutions in simple terms. - Ability to provide step-by-step technical help, both written and verbal. - Experience in customer service or support roles, with an ability to manage multiple priorities. - Additional: - Bachelor’s degree in Information Technology, Computer Science, or relevant field. - Experience in supporting API and digital KYC in financial institutions is highly desirable. - Startup experience is a plus. This is your opportunity to work with cutting-edge technology in the financial services industry and play a pivotal role in ensuring the integrity and security of financial transactions across the globe.