Product Support Specialist

4 days ago

Hyderabad, Telangana, India Equal Full time ₹ 9,00,000 - ₹ 12,00,000 per year

Job Title: Customer
Support Engineer

Location
: Hyderabad

Experience
: 2–5 years

About the Role

We're looking for a hands-on, resourceful Customer Support Engineer to join our customer support team at Moneyone. This role is critical for resolving escalated customer issues, debugging platform behaviors, and ensuring reliability across our Account Aggregator ecosystem. This is an
execution-heavy role
with strong ownership and opportunities to contribute to
process improvements and automation
.

If you enjoy solving technical puzzles, helping users, and making sure systems run smoothly, you'll fit right in. You'll be the go-to person for day-to-day technical issues, bug fixes, and user support, working closely with our engineering and product teams to keep everything running like clockwork.

Key Responsibilities

  • Act as the
    first technical responder
    for complex support tickets across:
  • UAT onboarding and production configuration issues
  • Fair Use validations and data compliance logic
  • Account Aggregator ecosystem debugging (FIP–FIU session, consent failures, etc.)
  • API errors, payload mismatches, integration problems, and client misconfigurations
  • Take client calls directly
    to understand and debug issues in real-time, provide clear and actionable resolutions, and ensure smooth follow-through.
  • Handle customer tickets on priority
    and ensure no SLAs are breached.
  • Use tools like
    Postman
    ,
    Athena
    ,
    SQL
    , and the
    AWS Console
    to identify root causes, validate scenarios, and replicate environments when needed.
  • Trigger and analyze
    API calls and response payloads
    to isolate bugs or config issues.
  • Collaborate daily with internal teams through
    Jira, Slack, and Teams
    to triage, escalate, or close issues with clarity.
  • Maintain clean and up-to-date
    SOPs, support documentation
    , and
    RCA templates
    .
  • Monitor logs, alerts, and trends proactively to surface issues before they escalate.
  • Identify recurring tickets and propose
    automation or workflow optimizations
    .
  • Keep stakeholders informed with regular status updates, risks, and RCA outcomes.

Must-Have Skills

  • 2–3 years of experience in Customer support, preferably in a SaaS or product-driven environment
  • Strong foundation in
    APIs
    — headers, tokens, payload structure; hands-on with
    Postman
  • Proficiency in
    SQL
    , log analysis, and multi-environment debugging
  • Working knowledge of tools like
    Freshdesk
    ,
    Freshchat
    ,
    Athena
    ,
    Jira
    , and basic
    AWS Console
    operations
  • Clarity in communication — written and verbal — to engage effectively with clients and internal teams
  • Confidence in taking customer calls and leading issue resolution without hand-holding
  • Documentation-first mindset for SOPs, knowledge bases, and RCAs
  • Understanding of
    web redirects
    ,
    SDKs
    , and
    widget-based integrations
  • Strong prioritization and problem-solving capabilities under pressure
  • Ability to juggle multiple tasks and priorities, especially when things get busy.
  • Some knowledge of databases (SQL/NoSQL), APIs, and cloud platforms (AWS, Azure, GCP) is a plus.

Good-to-Have

  • Experience in fintech, banking, or BFSI domain products
  • Exposure to
    QA/UAT testing
    and staging/prod workflows during rollout cycles

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