Requirements
The Support Engineering team works closely with the development teams and is responsible for providing technical support for our core payments systems, client-facing web applications and API integrations. Their role is to investigate/replicate issues and provide guidance on best practices for the products. They have in-depth knowledge and handle escalations from other support teams. As an Support Engineer, you will be contributing to the success of the team by ensuring that issues or requests are resolved in a timely manner and escalate incidents to the appropriate engineering teams as needed.
- Key Relationships
- Engineering
- Product
- QA
- Account Management
- Contact Centre
- Finance
Responsibilities :
- Technical analysis, troubleshooting of the production issues.
- Serve as the first escalation point for issues logged by various support teams in the business to resolve complex issues.
- Perform incident resolution, problem determination and root cause analysis of problems and incidents.
- Exercise judgement in prioritizing cases and escalate issues to the appropriate team as needed.
- Work with the engineering teams and assist with the implementation of resolutions and preventive measures.
- Utilize the Help Desk system to manage the incoming IT support cases and incidents.
- Maintain and extend internal Knowledge Base documents with respect to operational support issues and resolutions.
- Perform daily checks and maintenance of our internal applications and solutions.
- Perform data manipulation tasks such as data transfers, bulk data operations, and correction of erroneous data caused by user errors or system defects.
- Perform data analysis and reporting tasks logged through service requests and the change management process.
- Participate in 24x7 on-call support rotation duties.
- Identify opportunities to automate routine tasks for resolving support requests and liaise with the development team in implementing solutions.
- Willing to work in UK shift on rotation basis
