Technical Support Engineer L1/L2

Job Description

Technical Support

• Serve as the first point of contact for technical support requests from internal teams, merchants, and partners.
• Receive, categorize, prioritize, and resolve support tickets within agreed service levels.
• Perform initial incident triage, root cause investigation, and escalation to appropriate teams when required.
• Analyze application and system logs to diagnose issues and provide timely resolutions.
• Monitor production systems and respond proactively to alerts and incidents.

Merchant & Integration Support

• Assist merchants during onboarding, API integration, testing, and production deployment.
• Troubleshoot API integration issues and provide guidance on payment workflows.
• Support merchants with transaction-related inquiries and operational issues.
• Communicate effectively with merchants to ensure timely updates and issue resolution.

Platform & Infrastructure Support

• Support daily application operations and platform health monitoring.
• Perform basic Kubernetes administration tasks such as:
• Checking pod and deployment health
• Reviewing cluster events
• Performing basic troubleshooting
• Assist in monitoring cloud infrastructure hosted on AWS.

Monitoring & Observability

• Monitor application performance using tools such as Grafana, Prometheus, and Loki.
• Investigate alerts, review dashboards, and analyze logs to identify potential issues.
• Escalate critical incidents according to operational procedures.

Ci And Cd & Devops Support

• Assist in monitoring CI/CD pipelines using Jenkins.
• Support deployment activities using Helm charts and GitHub-based GitOps workflows.
• Verify successful application deployments and identify deployment-related issues.

Automation & Documentation

• Create and maintain operational documentation, troubleshooting guides, and knowledge base articles.
• Develop simple Bash or Python scripts to automate routine operational tasks.
• Document incidents, resolutions, and recurring issues for continuous improvement.

Communication & Collaboration

• Communicate clearly with customers, merchants, and internal stakeholders.
• Collaborate with Development, QA, DevOps, and Product teams to resolve technical issues.
• Participate in incident reviews and contribute ideas for improving operational processes.

Required

• Diploma or Bachelor's Degree in Computer Science, Information Technology, Software Engineering, or a related field.
• Strong written and verbal communication skills.
• Good analytical and troubleshooting abilities.
• Basic understanding of REST APIs and HTTP protocols.
• Familiarity with Linux operating systems and command-line usage.
• Basic knowledge of Bash scripting.
• Basic knowledge of Python scripting.
• Understanding of networking fundamentals (DNS, TCP/IP, HTTPS).

Preferred

• Basic knowledge of AWS Cloud services (EC2, S3, IAM, VPC) or AWS Cloud Practitioner certification.
• Basic understanding of Kubernetes architecture and administration.
• Exposure to Docker containers.
• Familiarity with Jenkins CI/CD pipelines.
• Basic knowledge of Helm and GitHub GitOps workflows.
• Experience using monitoring tools such as Prometheus, Grafana, and Loki.
• Familiarity with SQL for basic data verification and troubleshooting.
• Understanding of payment gateways, financial systems, or fintech operations is an advantage.

Soft Skills

• Excellent communication and interpersonal skills.
• Strong customer service orientation.
• Ability to work under pressure and manage multiple priorities.
• Detail-oriented with strong analytical thinking.
• Willingness to learn new technologies and adapt quickly.
• Good teamwork and collaboration skills.
• Responsible, proactive, and dependable.
• Ability to work on rotational shifts or provide on-call support when required.