Application Support Engineer

The L1 Application Support team is the first line of defense for all production-related customer issues. You will handle customer queries, follow Standard Operating Procedures (SOPs) to resolve incidents, perform preliminary checks, and escalate issues to the Integration Engineering or Development teams when required. This role ensures smooth platform operations, fast response times, and great customer experience.

Responsibilities:

1. Incident Handling & Production Support

• Serve as the first point of contact for customer-reported issues via ticketing system, email, or whatsapp.
• Diagnose issues using predefined SOPs and knowledge base.
• Perform basic troubleshooting:
• API request-response checks
• Log review (via dashboards or read-only tools)
• Reconciliation checks
• Workflow status checks
• Configuration validations
• Classify issues by severity and business impact.

2. Escalation & Coordination

• Escalate issues to the Integration Engineering team (for API, middleware, or partner integrations).
• Escalate to the Development team when an issue requires code-level debugging.
• Provide clear, well-documented incident reports when escalating.
• Follow up on escalated tickets and ensure timely closure.

3. Monitoring & Alerts

• Monitor system dashboards, queues, APIs, scheduled jobs, and integration pipelines.
• Respond quickly to alerts and take outlined actions as per SOP.
• Log incidents and observations systematically.

4. Documentation & SOP Adherence

• Strictly follow SOPs and SLAs for resolution and escalation.
• Update internal wiki or SOPs when new learnings or recurring issues appear.
• Maintain detailed ticket documentation for audit and compliance.

5. Customer Interaction

• Communicate resolutions, updates, and workarounds to customers in a clear and professional manner.
• Provide periodic status updates for long-running or high-severity incidents.
• Ensure a positive customer experience by responding promptly and professionally.

Requirements and Qualifications:

• Minimum 1 year of experience as App support or product support (fintech experience is a plus)
• Bachelor degree in engineering or related field
• Basic understanding of APIs, JSON, request/response flow.
• Understanding of HTTP, webhooks.
• Ability to read logs and use monitoring tools.
• Understanding of SaaS systems or financial workflows (exposure to lending domain is a plus).
• Strong communication and customer-handling skills.
• Ability to work in a fast-paced production environment.
• Troubleshooting mindset with attention to detail.
• Ability to follow processes and maintain documentation.
• Exposure to NBFC or banking workflows (LOS/LMS).
• Experience with Jira, Freshdesk, Zendesk, or similar ticketing tools.

Key Metrics (KPIs):

• First Response Time (FRT)
• Ticket Resolution Time for L1 issues
• Escalation Quality (accuracy, completeness)
• Adherence to SOPs
• Customer Satisfaction Score (CSAT)

Job Type: Full-time

Pay: ₹250,000.00 - ₹300,000.00 per year

Benefits:

• Food provided
• Health insurance
• Leave encashment
• Provident Fund
• Work from home

Work Location: In person