Tech Support Engineer

Key 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.

Required Skills

• 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.

Qualifications

• 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.