Support Technician I

Job Description – L1 Application support

Experience: 0-3 Years (Payment domain experience is a plus)

Education: Bachelor’s degree in computer science or equivalent

Job Summary

The L1 Product Support Engineer provides the first level of support for production systems and Customers. The role focuses on initial issue analysis, ticket handling, and ensuring smooth day-to-day system operations. The engineer works closely with L2 and Product teams to ensure incidents are properly logged, analyzed, and resolved within agreed SLAs. The role requires good technical understanding of payment systems and strong troubleshooting and communication skills.

Roles & Responsibilities

1. First-Level Support

• Act as the first point of contact for customers and internal users.
• Receive and acknowledge incidents via ticketing systems, email, or calls.
• Perform initial investigation and basic troubleshooting.
• Validate issue details, impact, and urgency before escalation.
   

2. Incident & Ticket Management

• Log, track, and update incidents in the ticketing system (e.g., JIRA).
• Categorize and prioritize tickets based on severity and business impact.
• Escalate issues to L2 / Product / Technical teams when required with clear information.
• Ensure tickets are followed up and resolved within SLA.
   

3. Coordination & Communication

• Communicate clearly with business users and technical teams.
• Provide regular status updates to stakeholders.
• Ensure proper handover and follow-up for escalated issues.
   

4. Documentation & Knowledge Base

• Document incidents, root causes, and resolutions.
• Maintain and update support documentation and FAQs.
• Capture known issues and workarounds for future reference.
   

5. Shift & Production Support

• Participate in 24*7 rotational shift model.
• Respond to critical production issues and support business continuity.

Key Requirements

Technical Skills:

• Basic knowledge of Postgres, PL/SQL, Java, J2EE, Microservices, and Kafka.
• Experience with ticketing tools such as JIRA.
• Understanding of incident management and production support processes.
• Good to have knowledge of card payment systems (ISO8585, ATM, POS, acquiring, issuing, switches, payment gateways).
• Familiarity with system monitoring, logs, and basic troubleshooting tools.
   

Soft Skills:

• Strong communication and coordination skills.
• Ability to analyze issues and identify the right team for resolution.
• Customer-focused and detail-oriented.
• Ability to work under pressure in a production environment.