Descripción del puesto

What You’ll Do

• Take ownership of customer issues and requests through to resolution.

• Research, diagnose, and troubleshoot issues following SLAs.

• Guide non-technical users through the issue resolution process.

• Provide product integration support for merchants.

• Collect and document information about user problems for future reference.

• Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams.

• Provide prompt and accurate feedback to customers.

• Document knowledge in the form of knowledge base tech notes and articles.

• Collaborate with the team for application enhancements.

The Stack Behind What You’ll Support

• Active-Active DC architecture with intelligent SDK and gateway proxies.

• LSM engine-based distributed DB spanning across datacenter regions.

• Service Mesh architecture providing failover across Kubernetes clusters.

• Event Sourcing and Event-Mesh to move all operations off the critical path.

• Multi-DC + client-side distributed data caching with strong eventual consistency.

• Automatic anomaly detection processing streaming data across varied systems.

• Unified SRE systems managing multiple stacks across DCs and Banks.

You don't need to build this from scratch – but you will learn it deeply to troubleshoot effectively.

Who You Are

Qualifications

• ✅ 2+ years of experience in application and technical support.

• ✅ BE/ME in any discipline, MBA/MCA, or equivalent.

• ✅ Excellent troubleshooter with strong analytical and problem-solving skills.

• ✅ Decent programming skills and SQL knowledge – able to understand code.

• ✅ Excellent written and verbal communication in English and Spanish – able to explain complex technical issues clearly to non-technical users.

• ✅ Ability to collaborate across teams with strong interpersonal skills.