L3 Support Engineer

We are a UK-based fintech company creating successful neobanks in emerging markets through partnerships with local traditional banks. We have launched and scaled operations in three countries so far and aim to reach 50+ markets with 100 million+ customers.

We are seeking a skilled L3 Support Engineer to strengthen our Onboarding Stream team and ensure a smooth, reliable, and compliant customer journey for our digital bank in India.  It is important that the candidate is based locally in Mumbai.

Core Requirements
· Bachelor's degree in Computer Science or equivalent technical education
· 2+ years' experience in customer onboarding systems / KYC processes
· Proven skills in troubleshooting identity verification workflows and document processing
· Hands-on experience supporting API integrations for verification services
· Familiarity with KYC/AML compliance in the banking sector
· Experience preparing RCA documentation for onboarding-related incidents
· Ability to analyze system/application logs using Kibana or equivalent tools
· Must be based in Mumbai, India (onsite role)

Preferred Experience
· Exposure to fintech/banking onboarding platforms
· Support knowledge of OCR and biometric verification systems
· Understanding of Indian regulatory requirements (RBI guidelines)

Key Responsibilities
· Act as the final escalation point (L3) for production issues within your stream
· Troubleshoot incidents and resolve them according to established SOPs and SLAs
· Ensure timely escalation to engineering or vendor teams when outside SOP scope
· Perform log analysis (via Kibana or similar tools) to identify root causes and recurring issues
· Document and deliver Root Cause Analysis (RCA) reports for major incidents
· Collaborate with L2 and L1 teams to improve incident response efficiency
· Monitor systems proactively to prevent recurring issues
· Contribute to knowledge base updates and SOP improvements
· Support compliance and audit requirements by ensuring accurate operational documentation

Additional Technical Skills
System Administration: JavaScript basics, no-code/low-code platforms, database troubleshooting (PostgreSQL, MongoDB, Redis), API debugging (Postman, curl), version control (Git)
Monitoring & Alerting: Grafana, alert thresholds, performance tuning
Security & Compliance: Financial services security requirements, data privacy regulations, audit trails, compliance reporting

Soft Skills & Attributes
Critical Thinking: Analytical and problem-solving mindset, attention to detail, ability to remain calm under pressure
Communication: Excellent English skills, ability to explain technical issues to non-technical stakeholders, cross-cultural collaboration
Adaptability: Willingness to work shifts, flexibility across product streams, continuous learning mindset

What We Are Offering
· Opportunity to play a key role in one of India's most promising fintech ventures
· Competitive compensation package
· Exposure to cutting-edge onboarding and compliance technologies
· A mission-driven team and dynamic environment focused on innovation and speed

In case you are interested in the position, please share your resume along with your responses to the questions listed below.

1. How many years of experience do you have in technical support or troubleshooting in fintech/banking?

2. Which of these streams have you worked with: KYC/Onboarding?

3. Have you used log analysis tools like Kibana, Splunk, or ELK stack? Can you describe a recent incident you resolved using logs?

4. Do you have experience writing Root Cause Analysis (RCA) reports? How detailed are they typically?
   
   

5. Banking/Fintech Knowledge
   

   1. Are you familiar with RBI regulations and compliance requirements in Indian banking?

   2. Have you worked with UPI ecosystem or NPCI protocols? (for UPI stream candidates)

   3. Do you understand KYC/AML processes and document verification workflows? (for Onboarding stream)

   4. Have you supported payment gateway integrations or card processing systems? (for Pismo/Cashfree stream)
      
      Problem-Solving & Operations

   5. Describe the most complex production incident you've handled. What was your approach?

   6. How do you prioritize multiple urgent incidents happening simultaneously?

   7. Are you comfortable working in 24/7 support operations with shift rotations?

   8. Have you worked as L3 (final escalation point) before, or mostly L1/L2?