Software Technical Support Engineer

Job Summary: We’re hiring a Technical Support Engineer to join our fintech team. In this role, you’ll handle technical inquiries, troubleshoot user issues, escalate complex problems, and document solutions. Ideal candidates are tech-savvy, detail-oriented, and familiar with tools like Postman and ticketing systems.Responsibilities:Diagnose and troubleshoot software-related issues reported by end-users, identifying root causes and providing effective solutions.Follow established escalation protocols to route unresolved technical problems to the appropriate internal teams (Development, QC, ....).Deliver timely, accurate, and professional responses to user inquiries via support channels (e.g., ticketing system, email, or chat).Log all technical issues comprehensively in the support system to ensure traceability and accountability.Manage and prioritize multiple open support cases simultaneously, ensuring consistent progress and timely resolution.Monitor and respond to incoming technical support tickets, ensuring SLAs are met.Create and maintain internal documentation including technical manuals, troubleshooting guides, and bug reports.Requirements:Bachelor's degree in Information Technology or Computer ScienceExperience 0-1 Years in the tech fieldFintech OrientedGreat problem-solving skills & Critical thinkerExperience working with API testing tools, such as PostmanGreat understanding of computer systems, mobile devices and other tech productsAbility to diagnose and troubleshoot technical issuesExcellent communication skills verbal and written, with the ability to convey technical information to non-technical users.Familiarity with ticketing softwareFlexibility to work in shifts and provide on-call support when required.