Customer Support Specialist

Job Title:

Location

Experience

About the Role

execution-heavy role

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 technical/application 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