Software Technical Support Engineer

Job Summary:

We’re hiring a Technical Support Engineer to join our fintech team. In this role, you’ll handle technical inquiries, troubleshoot user issues, escalate complex problems, and document solutions. Ideal candidates are tech-savvy, detail-oriented, and familiar with tools like Postman and ticketing systems.

Responsibilities:

• Diagnose and troubleshoot software-related issues reported by end-users, identifying root causes and providing effective solutions.


• Follow established escalation protocols to route unresolved technical problems to the appropriate internal teams (Development, QC, ....).


• Deliver timely, accurate, and professional responses to user inquiries via support channels (e.g., ticketing system, email, or chat).


• Log all technical issues comprehensively in the support system to ensure traceability and accountability.


• Manage and prioritize multiple open support cases simultaneously, ensuring consistent progress and timely resolution.


• Monitor and respond to incoming technical support tickets, ensuring SLAs are met.


• Create and maintain internal documentation including technical manuals, troubleshooting guides, and bug reports.

Requirements:

• Bachelor's degree in Information Technology or Computer Science


• Experience 0-1 Years in the tech field


• Fintech Oriented


• Great problem-solving skills & Critical thinker


• Experience working with API testing tools, such as Postman


• Great understanding of computer systems, mobile devices and other tech products


• Ability to diagnose and troubleshoot technical issues


• Excellent communication skills verbal and written, with the ability to convey technical information to non-technical users.


• Familiarity with ticketing software


• Flexibility to work in shifts and provide on-call support when required.