Sr. Technical Support Engineer

About the Role:

We are looking for a Technical Support Engineer to provide first-level technical support for our banking technology platforms. This role involves troubleshooting issues, managing support tickets, and ensuring timely resolution while maintaining high customer satisfaction. You will collaborate with cross-functional teams, handle incident triage, and contribute to knowledge base improvements.

Responsibilities:

• Customer Support: Provide first-level technical support to customers. Respond to inquiries, troubleshoot issues, and resolve problems in a timely and professional manner. Ensure a high level of customer satisfaction through effective communication and problem resolution.
• Incident Management: Monitor and triage incoming support requests via various channels (phone, email, ticketing system) and prioritize them based on urgency and impact. Log and track all customer interactions, activities, and resolutions accurately in the ticketing system.
• Troubleshooting: Diagnose and resolve basic technical issues related to banking systems, applications, and infrastructure. Utilize knowledge bases, troubleshooting guides, and documented procedures to identify solutions or escalate to higher-level support teams when necessary.
• Documentation and Knowledge Sharing: Contribute to the creation and maintenance of knowledge base articles, FAQs, and troubleshooting guides. Document common issues, their resolutions, and best practices to facilitate self-service for customers and improve overall efficiency.
• Escalation Management: Escalate complex or unresolved issues to the appropriate L2 or L3 support teams, providing detailed information and following escalation procedures. Collaborate with higher-level support teams to ensure prompt and effective resolution of customer issues.
• Collaboration and Communication: Collaborate with cross-functional teams, including developers, system administrators, and business analysts, to resolve customer issues and provide timely updates to customers.
• Compliance and Security: Adhere to security protocols, data privacy regulations, and industry compliance standards when handling customer data and accessing sensitive systems or information

Skills:

• Knowledge Sharing: Contributing to the knowledge base and sharing insights with the team is an indicator of success
• Adaptability and Learning: Embracing change, quickly acquiring new skills, and effectively applying them to support customer needs indicate success in a rapidly evolving technical support environment
• Strong problem-solving skills and ability to troubleshoot basic technical issues independently
• Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical individuals
• Customer-oriented mindset with a focus on delivering high-quality customer service.
• Familiarity with ticketing systems and knowledge base tools is a plus
• Ability to work under pressure in a fast-paced environment and manage multiple priorities effectively
• Willingness to learn and adapt to new technologies and tools in the banking technology domain

Experience & Qualifications:

• A minimum of 10 years of overall experience is required.
• Hands-on experience with tools such as Postman, Kibana, Splunk, and Grafana is required.
• Bachelor's degree in computer science, Information Technology, or a related field.
• Experience in Banking /payment technologies is a plus.