Product Support Engineer

Job Title: Product Support Engineer ( L2)About SignzySignzy is an AI-powered RPA platform designed for financial services. Our platform canautomate 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 over200+ APIs, Signzy serves 90+ financial institutions globally, including the largest banks in Indiaand a top 3 acquiring bank in the US. We have strong global partnerships, including withMastercard, and offices in New York and Dubai, serving customers worldwide. Our product teamof 120+ people is based in Bangalore, building cutting-edge global AI products.Working at SignzyAt Signzy, we embrace technology and innovation to develop outstanding products. We're atech-savvy team backed by investors passionate about creating innovative solutions. Join usand be part of the future of financial services technologyJob DescriptionAs 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 providehigh-quality support, ensuring compliance and security in financial transactions.- Diagnose and troubleshoot technical issues related to Signzy systems within agreedtime limits.- Research and identify solutions to software and database issues (especiallySQL-related).- Ask customers targeted questions to quickly understand the root of the problem andprovide step-by-step troubleshooting.- Provide support for on-premise and cloud deployments, ensuring compliance withrelevant 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 relevantreports.- Ensure all issues are logged and tracked effectively.- Document technical knowledge and provide training to junior team members whenrequired.- Prioritize and manage multiple open cases simultaneously.- Provide procedural documentation and relevant reports for internal and externalstakeholders.Job Requirements- Technical Expertise:- Basic Programming: Basic knowledge of JavaScript for automating tasks andtroubleshooting 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 databasemanagement (MongoDB, Oracle).- Networking Knowledge: Knowledge of networking protocols (TCP/UDP) andtroubleshooting related issues.- Monitoring Tools: Familiarity or hands-on experience with monitoring tools likePrometheus & Grafana for infrastructure and application-level diagnostics is anadditional advantage.- Docker Basics: Basic understanding of Docker, familiar with containerizationconcepts 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 explaintechnical 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 managemultiple priorities.- Additional:- Bachelor’s degree in Information Technology, Computer Science, or relevantfield.- Experience in supporting API and digital KYC in financial institutions is highlydesirable.- Startup experience is a plus.This is your opportunity to work with cutting-edge technology in the financial services industryand play a pivotal role in ensuring the integrity and security of financial transactions across theglobe.