Technical Support Lead

1 week ago


Mumbai, Maharashtra, India IDfy Full time

What is IDfy?

IDfy is an Integrated Identity Platform offering products and solutions for KYC, KYB, Background Verifications, Risk Assessment, and Digital Onboarding. We establish trust while delivering a frictionless experience for you, your employees, customers, and partners.

Only IDfy combines enterprise-grade technology with business understanding and has the widest breadth of offerings in the industry. With more than 12+ years of experience and 2 million verifications per day, we are pioneers in this industry.

Our clients include HDFC Bank, Induslnd Bank, Zomato, Amazon, PhonePe, Paytm, HUL, and many others.

We work fully onsite on all days of the week from our office in Andheri, Mumbai.

Who are we looking for?

IDfy is looking for a Technical Support Engineer with 8-12 years of experience and the following skills:

  • Troubleshooting technical issues related to Cloud-based SaaS products
  • Developing a thorough understanding of system architecture, databases, APIs, and networking protocols
  • Assisting team members in resolving escalated support tickets and complex customer issues
  • Driving the enhancement of support processes and workflows to optimize efficiency and scalability utilizing data-driven insights and customer feedback
  • Identifying recurring issues and root causes, collaborating with cross-functional teams to implement preventive measures and improve product reliability
  • Hands-on experience with Cloud-based applications (GCP/AWS)
  • Good understanding and experience with alerting and monitoring
  • Hands-on experience with SQL

Here's what your day would look like..

  • Leading a team with a hands-on approach
  • Helping improve the IDfy Platform by providing insights based on investigations and root cause analysis
  • Acting as a primary point of contact for escalated customer inquiries
  • Assisting team members in resolving escalated support tickets and complex customer issues, ensuring timely and effective resolution
  • Learning about various IDfy applications and understanding the events emitted
  • Creating analytical dashboards for service performance and usage monitoring
  • Collaborating closely with Product Management, Engineering, and Quality Assurance teams to communicate customer issues, prioritize bug fixes and feature enhancements, and drive product improvements
  • Staying ahead of the game by predicting future fraud techniques and building solutions to prevent them

What's it like working at IDfy?

We build products that detect and prevent fraud. At IDfy, you will apply your skills to stay one step ahead of fraudsters. You will be mind-mapping fraudsters' modus operandi, predicting the evolution of fraud techniques, and designing solutions to prevent new & emerging fraud.

The work you do will be highly visible in the organization as well as impact prominent Banks and BGV companies in India and abroad. You'll be part of an exciting journey of innovation, blazing new markets and at the same time making the business environment better for global citizens.

At IDfy, you will work on the entire end-to-end solution rather than a small cog of a giant wheel.

We work hard and party hard. There are weekly sessions on emerging technologies. Workweeks are usually capped off with board games, poker, karaoke, and other fun activities.



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