Technical Support Engineer (L2 Application Support)

CodeGama · India

Position

Technical Support Engineer (L2 Application Support)

Employment Type

Full-Time

About the Role

We are looking for a proactive and technically skilled Technical Support Engineer to support our FinTech and Payment Platform. The ideal candidate should have hands-on knowledge of web application architecture, strong troubleshooting abilities, and experience investigating production issues across frontend, backend, APIs, and databases.

This role acts as a bridge between Customer Support and Engineering by identifying root causes, resolving production issues, and ensuring high platform availability while providing excellent client support.

Key Responsibilities

• Investigate and resolve production issues reported by clients and internal teams.
• Provide Level-2 technical support for web applications, APIs, and payment systems.
• Analyse application logs, debug frontend, backend, API, and database issues.
• Perform SQL-based data validation and troubleshoot transaction-related issues.
• Monitor application health, services, queues, and production environments.
• Conduct Root Cause Analysis (RCA) and document recurring issues.
• Coordinate with Engineering, QA, DevOps, and Operations teams for issue resolution.
• Validate production fixes and perform post-deployment verification.
• Communicate technical updates and resolutions to clients professionally.
• Ensure incidents are resolved within defined SLAs.

Required Technical Skills

• Strong knowledge of Node.js, Express.js, React.js, JavaScript, HTML, CSS, and Laravel (PHP).
• Experience working with REST APIs, JWT/OAuth authentication, webhooks, and third-party integrations.
• Strong knowledge of MySQL, SQL queries, joins, data validation, and basic query optimisation.
• Hands-on experience with Postman, browser developer tools, application logs, Git, Linux commands, and production debugging.
• Good understanding of protocols, networking concepts, JSON/XML, and application monitoring.

Preferred Skills

• Experience with FinTech, Payment Gateways, Banking APIs, UPI/Card/Wallet transactions.
• Knowledge of Redis, Queues (RabbitMQ/Bull), Docker, AWS/Azure, CI/CD, and monitoring tools such as Grafana, Kibana, ELK Stack, CloudWatch, or Prometheus.

Soft Skills

• Strong analytical and problem-solving abilities.
• Excellent verbal and written communication.
• Ability to explain technical concepts to non-technical stakeholders.
• Strong ownership, accountability, and documentation skills.
• Ability to work under pressure and support a 24×7 rotational production environment.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• 2–5 years of experience in Technical Support, Application Support, Production Support, or Software Support.
• Experience supporting production web applications is highly preferred.

Success Metrics

• Meet SLA, FRT, and MTTR targets.
• Deliver timely issue resolution and accurate Root Cause Analysis (RCA).
• Minimise recurring production incidents and downtime.
• Maintain high client satisfaction through effective technical support and communication.