Technical Support Specialist

2 weeks ago

Kolkata metropolitan area West Bengal, India Databazaar Digital Full time

About Databazaar Digital Pvt. Ltd.:

Databazaar Digital (previously Databazaar India) is an AI and Digital Transformation company headquartered in Kolkata, India, and is a Global Capability Center for Seal Global based in Miami, USA. The company provides process and technology solutions mostly in the field of AI, Digital Transformation and eCommerce for global companies.

Job Description

We are looking for a proactive and detail-oriented Technical Support Specialist with strong knowledge of how mobile apps, APIs, and backend systems work. You will serve as the primary technical point of contact for app users, merchant partners, and internal teams, ensuring smooth daily operations, resolving technical issues, and validating new features across mobile, web, and payment platforms. This role combines app testing, troubleshooting, and user support, requiring strong analytical skills, excellent communication abilities, and the ability to work during U.S. business hours.

Responsibilities

App Testing & QA

  • Conduct end-to-end testing of mobile applications, backend portals, and payment terminals.
  • Perform functional, regression, and UAT testing across devices and environments.
  • Validate app features, transactions, cashback/promo configurations, and data flow.
  • Log, track, and follow up on issues through internal reporting tools.
  • Participate in beta testing and version validation before production rollouts.

Technical Support & Platform Operations

  • Provide first-line technical support for merchants, partners, and internal users.
  • Troubleshoot app, portal, or terminal-related issues and coordinate fixes with product or vendor teams.
  • Set up and configure new merchant accounts, terminals, and system parameters.
  • Monitor daily app and terminal health reports, identifying and resolving anomalies proactively.
  • Support API integrations, CRM syncs, and marketing automation workflows.
  • Maintain configuration logs, access controls, and technical documentation.

Coordination & Reporting

  • Collaborate with developers, vendors, and product teams to ensure smooth releases and updates.
  • Communicate technical concepts clearly to non-technical users and business teams.
  • Maintain up-to-date documentation of procedures, troubleshooting steps, and FAQs.
  • Prepare regular reports on issue trends, testing outcomes, and platform performance.

What We're Looking For

  • Bachelor's degree in Computer Science, IT, or a related field (or equivalent experience).
  • 2–4 years' experience in technical support, QA, or app operations roles.
  • Strong understanding of mobile app architecture, APIs, and backend systems.
  • Hands-on knowledge of QA processes, testing tools, and bug tracking systems.
  • Familiarity with Android/iOS platforms, databases, and CRM or payment systems.
  • Ability to work during U.S. business hours.
  • Excellent troubleshooting, analytical, and communication skills.
  • Ability to multitask, document clearly, and maintain composure under pressure.

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