Software Technical Support Engineer

About the role

We are looking for a Software Technical Support Engineer to join our fintech team. The role involves handling technical inquiries, troubleshooting software issues, and providing clear, documented solutions to end‑users.

Key responsibilities

• Diagnose and troubleshoot software‑related issues reported by end‑users, identifying root causes and delivering effective solutions.
• Follow escalation protocols to route unresolved problems to Development, Quality Control, or other internal teams.
• Respond promptly and professionally to user inquiries via ticketing systems, email, or chat, meeting defined SLAs.
• Log all technical issues comprehensively in the support system for traceability and accountability.
• Manage and prioritize multiple open support cases simultaneously, ensuring consistent progress.
• Monitor incoming support tickets, ensuring timely resolution and adherence to service level agreements.
• Create and maintain internal documentation, including technical manuals, troubleshooting guides, and bug reports.

Required profile

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• 0‑1 years of experience in a technical environment, preferably within fintech.
• Strong problem‑solving abilities and critical thinking.
• Excellent verbal and written communication skills, able to explain technical information to non‑technical users.
• Flexibility to work in shifts and provide on‑call support when required.

Required skills

• Experience with API testing tools such as Postman.
• Proficiency in using ticketing software for issue tracking.
• Good understanding of computer systems, mobile devices, and related tech products.