Technical Support Engineer L1/L2

We are looking for a motivated and customer-focused Junior Technical Support Engineer (L1/L2) to join our Technical Operations team. The successful candidate will be responsible for providing first and second-level technical support, monitoring production systems, handling incident tickets, and supporting merchants throughout their integration and operational journey.

This role requires strong communication skills, analytical thinking, and a willingness to learn modern cloud-native technologies. The ideal candidate should be comfortable working with Linux systems, troubleshooting application issues, and collaborating with internal development and operations teams to ensure platform stability and excellent customer experience.

Experience in fintech or payment systems is an advantage but not mandatory.

• Serve as the first point of contact for technical support requests from internal teams, merchants, and partners.
• Receive, categorize, prioritize, and resolve support tickets within agreed service levels.
• Perform initial incident triage, root cause investigation, and escalation to appropriate teams when required.
• Analyze application and system logs to diagnose issues and provide timely resolutions.
• Monitor production systems and respond proactively to alerts and incidents.

• Assist merchants during onboarding, API integration, testing, and production deployment.
• Troubleshoot API integration issues and provide guidance on payment workflows.
• Support merchants with transaction-related inquiries and operational issues.
• Communicate effectively with merchants to ensure timely updates and issue resolution.

• Support daily application operations and platform health monitoring.
• Perform basic Kubernetes administration tasks such as:
• Checking pod and deployment health
• Reviewing cluster events
• Performing basic troubleshooting
• Assist in monitoring cloud infrastructure hosted on AWS.

• Monitor application performance using tools such as Grafana, Prometheus, and Loki.
• Investigate alerts, review dashboards, and analyze logs to identify potential issues.
• Escalate critical incidents according to operational procedures.

• Assist in monitoring CI/CD pipelines using Jenkins.
• Support deployment activities using Helm charts and GitHub-based GitOps workflows.
• Verify successful application deployments and identify deployment-related issues.

• Create and maintain operational documentation, troubleshooting guides, and knowledge base articles.
• Develop simple Bash or Python scripts to automate routine operational tasks.
• Document incidents, resolutions, and recurring issues for continuous improvement.

• Communicate clearly with customers, merchants, and internal stakeholders.
• Collaborate with Development, QA, DevOps, and Product teams to resolve technical issues.
• Participate in incident reviews and contribute ideas for improving operational processes.

• Diploma or Bachelor's Degree in Computer Science, Information Technology, Software Engineering, or a related field.
• Strong written and verbal communication skills.
• Good analytical and troubleshooting abilities.
• Basic understanding of REST APIs and HTTP protocols.
• Familiarity with Linux operating systems and command-line usage.
• Basic knowledge of Bash scripting.
• Basic knowledge of Python scripting.
• Understanding of networking fundamentals (DNS, TCP/IP, HTTPS).

• Basic knowledge of AWS Cloud services (EC2, S3, IAM, VPC) or AWS Cloud Practitioner certification.
• Basic understanding of Kubernetes architecture and administration.
• Exposure to Docker containers.
• Familiarity with Jenkins CI/CD pipelines.
• Basic knowledge of Helm and GitHub GitOps workflows.
• Experience using monitoring tools such as Prometheus, Grafana, and Loki.
• Familiarity with SQL for basic data verification and troubleshooting.
• Understanding of payment gateways, financial systems, or fintech operations is an advantage.

• Excellent communication and interpersonal skills.
• Strong customer service orientation.
• Ability to work under pressure and manage multiple priorities.
• Detail-oriented with strong analytical thinking.
• Willingness to learn new technologies and adapt quickly.
• Good teamwork and collaboration skills.
• Responsible, proactive, and dependable.
• Ability to work on rotational shifts or provide on-call support when required.