Technical Support Analyst - Remote

We are looking for a Product Support Engineer to join a customer-facing team supporting mission-critical banking and payment platforms used by financial institutions across North America.

📍 Location: India (Remote / Work From Home)

🕒 Shift: Permanent Night Shift (US Business Hours – approximately 6:30 PM to 3:30 AM IST)

💼 Experience: 2–4 Years

📌 Employment Type: Full-Time

Key Responsibilities

✔️ Act as the first and second line of support for customer-reported technical issues.

✔️ Triage incidents, reproduce defects, and collaborate with engineering teams for RCA and resolution.

✔️ Monitor payment transaction flows and ledger health.

✔️ Investigate issues using application logs, API traces, SQL queries, and messaging systems.

✔️ Create and maintain runbooks, knowledge-base articles, and support documentation.