Eltropy's Lead Technical Support Specialist

3 weeks ago


Thiruvananthapuram, Kerala, India Eltropy Full time
Unlock the Power of Eltropy's Technology as a Lead Technical Support Specialist

We are seeking a highly skilled and experienced Tier 2 Technical Support Specialist to join our team at Eltropy. As a key member of our support function, you will be responsible for leading, collaborating, and innovating to resolve complex technical issues affecting our customers.

About the Role:

  • Work closely with financial institutions' technology experts to troubleshoot and resolve networking and integration issues
  • Collaborate with IT security experts to ensure the highest levels of security for external and internal communications
  • Mentor junior support engineers in troubleshooting and resolving technical issues
  • Create and update technical documentation, procedures, and customer-visible help articles
  • Prioritize and contain bugs affecting customers, and champion fast fixes by Engineering
  • Drive product enhancements to accelerate customer self-onboarding and self-support

What You'll Need:

  • Bachelor's degree in Computer Science or equivalent practical experience
  • 5+ years of experience in Enterprise SaaS companies in a support capacity
  • Strong understanding of networking, cloud computing, and software development lifecycle
  • Excellent communication, problem-solving, and leadership skills

Our Ideal Candidate:

  • Has prior work experience in credit unions and B2B mobile and web applications
  • Can work independently, anticipating and resolving problems, while also being part of a remote global team
  • Has strong decision-making, prioritization, and project management skills
  • Is motivated to work in a startup environment and drive innovation

Salary Estimate: ₹50,000 - ₹80,000 per month (depending on experience), plus benefits.

Why Join Us?

  • Be part of a dynamic and innovative company that is shaping the future of financial services
  • Contribute to creating cutting-edge solutions that improve customer experiences
  • Grow your career in a supportive and collaborative environment

Qualifications & Skills:

  • Critical thinking ability and passion to solve complex problems
  • Demonstrated ability to lead ad-hoc troubleshooting calls and resolve issues without support
  • Highly organized with strong project management skills and attention to detail
  • Adept at analyzing large sets of data to generate meaningful insights

Location: Remote (IST preferred)

Security Responsibilities:

  • Ensure strict adherence to Eltropy's policies and procedures related to security, confidentiality, availability, and privacy
  • Attend all training and awareness sessions related to security
  • Report security events and incidents promptly through available channels


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