Technical Support Engineer

General Summary

Equabli is looking for a talented Client Onboarding and Technical Support Engineer to help reimagine and reinvent how collections and recoveries are done in the US. You will be part of a passionate and talented team that is growing, and you will be responsible for achieving the team’s roadmap goals.

This is an ideal opportunity for an enthusiastic and passionate software engineer who has previously worked at a tech scale-up or SaaS model and is familiar with the challenges of a start-up.

Responsibilities:

🧩 Client Onboarding & Configuration

• Understand client and partner onboarding requirements, document them clearly, and communicate effectively with Level 1 (L1) support teams.
• Enable L1 teams to perform product configurations and integration testing for onboarding.
• Create implementation guides, SOPs, and internal knowledge base articles to streamline onboarding.

🛠️ Technical Support & Incident Management:

• Define and manage a clear incident management process:
• Acknowledge, document, and track incidents
• Communicate business impact and incident timelines
• Perform root cause analysis (RCA)
• Develop tactical workarounds and strategic long-term solutions
• Handle data and scripting-related fixes independently.
• Coordinate with Level 3 (L3) teams for escalated issues and code-level fixes.
• Participate in production release support sign-offs.
• Prior manual testing is a bonus.

⚙️ Automation & Tooling

• Automate repetitive onboarding and support tasks using:
• SQL scripts, Excel automation
• One or more scripting languages (PowerShell, JavaScript, Python)
• Analyze system logs and data flows, and use tools such as

  Postman

  ,

  ticketing systems

  , and

  Excel

  for diagnostics.

📢 User Enablement

• Develop DIY guides, FAQs, and support materials for internal teams and end users.
• Collaborate with product managers to prepare and review release notes.

Qualifications

🎓 Education

• Bachelor’s degree in computer science, information systems, or a related field.

💼 Experience

• 3+ years of experience in a

  production/product support

  role, preferably managing multiple clients.
• Prior experience with SaaS platforms or technology startups is a strong plus.
• Familiarity with the

  finance domain

  is required (e.g., banking, insurance, investment, debt management).

🧠 Skills & Competencies

• Strong SQL skills and a solid understanding of relational databases.
• Experience in at least one scripting language (e.g., PowerShell, JavaScript).
• Hands-on experience with:
• Ticket management tools (e.g., Jira, Zendesk)
• API tools like Postman
• Data/log analysis and Excel automation
• Excellent problem-solving, coordination, and communication skills.
• Strong collaboration abilities with cross-functional teams, including development and product.

🕒 Work Schedule

• Must be available to work during

  US business overlap

  : 6:00 PM IST to 3:00 AM IST.