Senior Software Support Engineer- L2

Role Overview: IDfy is a company that offers three platforms - OnboardIQ, OneRisk, and Privy - which together provide a seamless solution for enabling trust. OnboardIQ facilitates frictionless omni-channel onboarding to accelerate growth while enhancing account quality and mitigating fraud. OneRisk is a fraud and risk management platform that helps mitigate financial, legal, and reputational risks through proactive fraud prevention. It covers individual risk, entity risk, and asset risk. Privy is a privacy and data governance platform that ensures DPDPA compliance through a trust and privacy governance suite to avoid monetary and reputational loss. Key Responsibilities: - Define monitoring events for IDfy's services and set up corresponding alerts - Respond to alerts by triaging, investigating, and resolving issues - Learn about various IDfy applications and understand the emitted events - Create analytical dashboards for service performance and usage monitoring - Respond to incidents and customer tickets promptly - Occasionally run service recovery scripts - Help improve the IDfy Platform by providing insights based on investigations and root cause analysis Qualifications Required: - Graduate with a minimum of 4-8 years of technical product support experience - Clear logical thinking and good communication skills, with a high sense of ownership - Ability to analyze data and logs to investigate production issues and incidents - Hands-on experience with Cloud Platforms (GCP/AWS) - Experience in creating Dashboards & Alerts using tools like Metabase, Grafana, Prometheus - Proficiency in writing SQL queries - Familiarity with logs monitoring tools such as Kibana, Stackdriver, CloudWatch - Knowledge of scripting languages like Elixir/Python is a plus - Experience in Kubernetes/Docker is a plus - Proficient in documenting RCA and creating incident reports - Good understanding of APIs and experience using tools like Postman or Insomnia - Familiarity with ticketing tools like Freshdesk/Gitlab (Note: The additional details about the company were not explicitly mentioned in the provided job description.),