Associate Software Engineer, Support

Job Description

Get to know our Team: L2 Tech Support team is responsible for providing technical assistance to various Support and Engg teams both internal and external. Team will provide technical support with respect to issues raised by various teams related to Consumers which includes Passengers, Drivers, Merchants and any other partners. Get to know the Role: Provide technical support to customer issues and other complex and escalated issues. Provide troubleshooting and technical support via Jira, messenger, other Web based tools and email etc. Act as a liaison between customers, Support teams and Engineering teams. Collaborate with other teams and experts whenever required to solve complex technical issues. You will be reporting to Senior Specialist Payment Operations in the team. This is a hybrid role based in Bangalore only. The Critical Tasks You Will Perform Support product and feature launches by collaborating with business operations and engineering teams. Troubleshoot and resolve technical issues, ensuring minimal disruption to stakeholders. Enhance system reliability, stability, and scalability in partnership with engineering teams. Lead outage calls, driving issue resolution to minimize user impact. Document and share operational, maintenance, and troubleshooting procedures across teams. Read more Skills you need The Essential Skills You Will Need Minimum of 3 years of relevant experience with a Bachelors degree in Engineering/B.Tech. Must have at least 2 years experience related to support or operations. Strong database knowledge, particularly MySQL, with experience in writing SQL queries. Hands-on experience in supporting product, system, or application launches with an understanding of SDLC. Proficiency in online tools such as Go-Land, Kibana, Jira, power-Bi and web-based email platforms. Excellent troubleshooting and problem-solving skills to diagnose complex technical issues by code debugging. Ability to implement processes for efficient issue tracking, reporting, and resolution while maintaining SLAs.