Product Support Engineer

Job Title: Product Support Engineer ( L1)
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.

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