Tech Support Engineer

Responsibilities:

• Provide technical and functional support to customers using the Loan Management product.
• Analyze application logs, identify root causes, debug errors, and coordinate with internal teams for resolution.
• Understand customer workflows and explain product features, functionalities, and best practices clearly.
• Assist customers by handholding them through product usage, configuration, and issue resolution.
• Write and execute MySQL queries to fetch, validate, and analyze data for customer support and troubleshooting.
• Understand how data is stored, structured, and retrieved from relational databases such as MySQL.
• Test web services and APIs exposed for third-party integrations and ensure integration scenarios work as expected.
• Support build and release activities for every sprint, including preparing release packages and coordinating deployments to customers.
• Write reports, prepare support documentation, and document product features, workflows, and known issues.
• Track issues, maintain proper communication with customers, and ensure timely follow-up until closure.
• Collaborate with product, development, QA, and implementation teams to resolve issues and improve product quality.

Requirements:

• Bachelor's degree in computer science, information technology, engineering, or a related field.
• 1-2 years of experience in product support, technical support, application support, implementation support, or related roles.
• Prior experience working with databases, logs, APIs, and customer-facing technical support is preferred.
• Strong fundamentals of SQL and MySQL, including writing SELECT queries, joins, filters, and basic aggregation queries.
• Basic understanding of relational database concepts such as tables, keys, relationships, indexes, and data storage.
• Ability to read and analyze application logs to identify errors and troubleshoot issues.
• Understanding of web services, REST APIs, request and response formats, and API testing concepts.
• Good analytical, debugging, and problem-solving skills.
• Ability to understand software product workflows and explain them to customers in a simple manner.
• Good written and verbal communication skills.
• Ability to prepare technical documentation, support notes, reports, and user-facing explanations.
• Customer-focused attitude with patience and ownership in resolving support issues.

Good to Have:

• Experience supporting fintech, lending, banking, NBFC, or loan management software products.
• Exposure to software release processes, sprint-based delivery, versioning, and deployment coordination.
• Hands-on experience with API testing tools such as Postman or similar tools.
• Basic understanding of Linux commands, server logs, and application deployment environments.
• Experience working with ticketing systems and maintaining support SLAs.