Application Support Engineer

Nerve Solutions; Mumbai; On-site; INR 800,000 - 1,400,000; Full time

Job summary

Nerve Solutions is seeking a proactive Support Engineer to provide technical assistance for the Risk Management System (RMS). You will troubleshoot issues, collaborate with engineering and QA teams, and help users through training and documentation to maximize product value.

Responsibilities include handling tickets, maintaining system performance, and contributing to knowledge base articles to empower customers in Mumbai and beyond.

Qualifications

• Bachelor's degree in CS/IT/Engineering or related field.
• Experience in software support, preferably fintech/financial services.
• Experience troubleshooting software and hardware issues in production.
• Hands-on with support/ticketing tools (Jira, Bugzilla, Selenium, Postman).
• Ability to manage multiple priorities in a fast-paced environment.

Responsibilities

• Act as first point of contact for RMS users, internal and external.
• Troubleshoot and resolve product issues with minimal disruption.
• Collaborate with engineering and QA to address recurring problems.
• Document tickets with resolutions and feedback for KBs.
• Provide user training and guidance on RMS usage.
• Ensure customer satisfaction with timely, effective solutions.
• Contribute to knowledge base articles and FAQs.

Skills

Bachelors in CS/IT/Engineering

Fintech support experience

Production issue troubleshooting

Multitask in fast-paced env

Education

Bachelor's degree in CS/IT/Engineering

Tools

Jira

Bugzilla

Postman

Selenium

Job description

Company Description

Nerve Solutions is a technology firm specializing in real-time risk management and surveillance solutions for financial markets. The team builds products that help market participants identify, quantify, and respond to risk and anomalies in live markets at sub-second speeds. In addition, Nerve Solutions develops automated trading products that support high-performance, data-driven decision-making. The company has grown into a trusted technology partner for some of the largest financial services organizations in the region. Joining Nerve Solutions offers the opportunity to work on mission-critical systems that directly impact market efficiency and stability.

Role Description

The Support Engineer will be responsible for providing technical support for the Risk Management System (RMS) product, ensuring that both internal and external users can resolve issues quickly and efficiently. This role involves troubleshooting technical problems, providing solutions, and collaborating with engineering and QA teams to enhance the product. Additionally, the Support Engineer will assist with user training, monitor system performance, and contribute to continuous product improvement.

Roles and Responsibilities

• Act as the first point of contact for users experiencing issues with the RMS platform, both internally and externally.
• Troubleshoot and resolve product-related issues, ensuring minimal disruption to users.
• Collaborate with product and engineering teams to identify and resolve recurring technical problems and escal…
• Document support tickets, ensuring detailed tracking of issues, resolutions, and feedback.
• Provide training and guidance to users on how to effectively use the RMS system.
• Ensure customer satisfaction by providing timely and effective solutions to any issues faced by users.
• Assist in the preparation of knowledge base articles, user documentation, and FAQs to empower users to resolve minor issues independently.
• Respond to user queries in a friendly and professional manner, ensuring clear communication.
• Proactively follow up with customers to ensure issues are resolved to their satisfaction.

Required Skills

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.
• Prior experience in software support preferably in a fintech or financial services environment.
• Experience with troubleshooting software and hardware issues in a production environment.
• Hands-on experience with common support/ticketing tools (e.g., JIRA, Bugzilla, Selenium, Postman, etc.).
• Ability to manage multiple priorities and deliverables in a fast-paced environment.