Product Support Engineer - Mumbai

As a Product/Tech Support Engineer at Signzy , you will play a critical role in maintaining system stability by diagnosing, troubleshooting, and resolving technical issues. You'll collaborate with internal teams and external clients to provide efficient support, ensuring the security and compliance of digital financial transactions. Key Responsibilities: Diagnose and resolve technical issues related to Signzy systems within defined SLAs. Investigate and fix software and SQL/database-related problems. Ask targeted questions to understand issues and guide users through step-by-step solutions. Support on-premise and cloud deployments , ensuring compliance with protocols. Communicate effectively with customers via phone, email, and chat . Escalate complex or unresolved issues to appropriate internal teams (e.g., developers, DBAs). Assist in patch management , configuration changes , and deployment troubleshooting. Write and execute SQL queries for diagnostics and reporting; basic scripting for automation. Maintain accurate issue logs in the ticketing system. Document technical processes and share knowledge with junior team members when needed. Manage and prioritize multiple open tickets simultaneously. Prepare technical and procedural documentation for internal and client-facing use. Technical Skills & Requirements: Technical Expertise Basic Programming: Working knowledge of JavaScript for troubleshooting in web-based apps. Digital KYC & Security: Understanding of APIs , digital onboarding, compliance, and security protocols in financial systems. Scripting & Automation: Exposure to shell scripting or programming (e.g., Python, Bash). System Deployments: Experience with cloud (AWS, S3) and Linux-based systems (RHEL/CentOS/Debian/Ubuntu). Databases: Familiarity with MongoDB and Oracle , with ability to troubleshoot using SQL . Networking: Knowledge of TCP/UDP and network troubleshooting techniques. Monitoring Tools: Experience or familiarity with Prometheus , Grafana , or similar tools. Docker: Basic understanding of Docker and containerization concepts. Soft Skills: Strong analytical and problem-solving skills. Excellent communication skills in both English and Hindi (written and verbal). Ability to explain technical concepts to non-technical users. Strong customer orientation with the ability to handle multiple priorities and issues simultaneously. Preferred Qualifications: Bachelor's degree in Computer Science , Information Technology , or a related field. Prior experience in supporting APIs and digital KYC platforms, especially in BFSI environments. Experience in startup environments is a strong advantage.